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Adaptive Automation for 2020

Scaling Customer Service on Messaging
Channels to Build the Organization of the Future

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What’s inside

There has been huge growth in artificial intelligence (AI), bots and automation technologies in recent years, as well as a distinct rise in new messaging channels. This report gauges what customer service executives think of these technologies and how prepared they are to implement them.

  • Why 96% of CCOs and CXOs say AI and automation will play a key role in the future of customer service delivery, and how they're building these tools into their customer service programs
  • Which digital support channels customer service leaders will be focusing on over the next 12 months, and where they expect to see the greatest increase in customer interactions in that time
  • Why 92% of CCOs and CXOs believe automation will reduce customer support costs, and how many are already using new technologies to handle certain customer service requests

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BRANDS FEATURED IN THIS REPORT
Corinium_logo

“Today’s customer is digitally savvy and expects customer service on their terms, in the moment and effortless. But brands are still forcing customers to archaic channels, making them navigate through seemingly endless automated call menus or wait at their laptops for a live chat agent to respond.”

Ido Bornstein-HaCohen

CEO, Conversocial

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