Customer service is going through a fundamental transformation. There was a time when customer service represented a mini-nightmare. You’d have to call on the phone, wait an interminable amount of time, and talk with a customer service representative who may or may not have been trained or empathetic enough to help you.
But today that’s all different. In this new world, plentiful documentation combined with crowdsourced answers and artificial intelligence is helping to change all that. Somehow in the past few months I’ve encountered “chatbots” on nearly every big consumer site, offering to help. Often, behind these chat screens are not actual people but AI-driven “robots” that are now able to do as good a job, if not better, as a human could — and for less cost. In a recent article in VentureBeat about a $20 million funding round for a company called Directly that provides this technology, I learned the following staggering information about the size of this market in the United States: Read the Article