call centres

Call centre jobs threatened by smart devices and machine learning, says Xerox

call centres
Call centres are under pressure from smart devices and machine learning

Customer care – from the traditional call center to webchat to social media options – is being transformed almost daily by machine learning and smarter technology, according to a survey of 6,000 consumers by Xerox. 

In its report, The State of Customer Service, Xerox concludes that customer care is getting more personal but the leading trends emerging in 2016 indicate that smart machines may be key in driving the pursuit of individualized service.

“It’s clear that the relationships between consumers and brands will change radically over the next five years,” said Tim Joyce, chief innovation officer, Xerox Customer Care. “Customers expect a high quality of service and technology is maturing to the point where brands can efficiently meet those needs.”