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.”
Around 90 per cent of all business processes will be paperless within the next two years, according to a new survey. And the irony is that Xerox, a name synonymous with photocopying on paper, aims to boss the digital market.
Xerox has launched a global reseller agreement with Top Image Systems that the companies say will give customers end-to-end robotic process automation solutions for industry-specific, content-driven procedures.
Content processing solutions from TIS will be integrated into Xerox’s workflow automation suite, which helps simplify end-to-end processes for a range of industries including financial services, healthcare and government.