The next big thing has arrived in the form of conversational commerce. Think Alexa, Amelia or Edward. Even Tacobot if you need a snack fast.Intelligent assistance is the first wave of a very different looking future. If you are trialling bots right now you are up to speed. If you did not know that most of your day to day customer service volumes will be managed through intelligent assistance, then you need to quicken your pace and figure out what that means.Implications?How many headcount, what sized estate will remain? What’s left of a thirty year industry after everyone has followed everyone else and discovered people are no longer required for the majority of service interactions? Whatever remains that is complex, emotional or about relationship building stays with people. The rest migrates.How big is that? I’m betting it’s minimum 40%, maximum 90% once every use case has been road tested.
Published by Fred Zimny
A management executive for over 25 years. Successfully managed transition programs and front office operations within numerous Dutch companies. Into service design, service management and service innovation. Expertise: Service design Service economy Service innovation Service marketing Service management View all posts by Fred Zimny