6 Messaging trends to watch out for in 2020

When it came to compiling a list of customer service trends for 2020, naturally the first thing I did was review some of the predictions made the previous year. The influence of AI in the contact center was strongly touted, but in 2020, after a number of false starts, artificial intelligence will finally start to take center stage in the customer experience.
In previous years there have been many attempts to implement artificial intelligence in customer service, but outside of some help around the edges—more advanced routing, basic sentiment detection etc., most attempts have failed to make a significant impact. The majority of people who have a problem still end up phoning, and after clicking through an annoying IVR menu, get their problem resolved the old fashioned way: talking to a human.  Read more…