{"id":59113,"date":"2023-03-22T14:04:56","date_gmt":"2023-03-22T17:04:56","guid":{"rendered":"https:\/\/abes.org.br\/?p=59113"},"modified":"2023-03-15T22:12:39","modified_gmt":"2023-03-16T01:12:39","slug":"gartner-preve-que-maquinas-atenderao-20-dos-contatos-de-clientes-ate-2026","status":"publish","type":"post","link":"https:\/\/abes.org.br\/en\/gartner-preve-que-maquinas-atenderao-20-dos-contatos-de-clientes-ate-2026\/","title":{"rendered":"Gartner Predicts Machines Will Answer 20% of Customer Contacts by 2026"},"content":{"rendered":"

advances in<\/i><\/span>\u00a0<\/i><\/span>Artificial intelligence, automation and resources<\/i><\/span>\u00a0<\/i><\/span>Low<\/i><\/span>\u00a0Code impact the way companies will be interacting with their consumers<\/i><\/span><\/p>\n

 <\/p>\n

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By 2026, 20% of the volume<\/span>\u00a0<\/span>worldwide<\/span>\u00a0<\/span>of contacts<\/span>\u00a0<\/span>arriving at central<\/span>\u00a0<\/span>service<\/span>\u00a0<\/span>the customers will come from<\/span>\u00a0<\/span>machines known as<\/span>\u00a0<\/span>Machine<\/i><\/span>\u00a0Customers<\/i><\/span>. A<\/span>\u00a0<\/span>estimate is from<\/span>\u00a0<\/span>Gartner<\/b><\/span>, a world leader in business research and advice, which also predicts that by 2024, 100 million customer service requests will be handled by smart products.<\/span>\u00a0<\/span><\/u><\/u><\/p>\n

 <\/p>\n<\/div>\n

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You<\/span>\u00a0<\/span>Machie Customers<\/i><\/span>\u00a0<\/span>are economic actors, not human<\/span>\u00a0<\/span>and<\/span>\u00a0<\/span>who obtain goods or services<\/span>\u00a0<\/span>in exchange for payment. In service and support<\/span>\u00a0<\/span>to users, they resemble virtual assistants or<\/span>\u00a0<\/span>The<\/span>\u00a0<\/span>smart devices that perform care activities<\/span>\u00a0<\/span>on behalf of their human-clients, being able to report problems or collect information about products.<\/span>\u00a0<\/span><\/u><\/u><\/p>\n

 <\/p>\n<\/div>\n

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\"\"

Uma Challa, Senior Principal Analyst in the Gartner Customer Service and Support Practice<\/p><\/div>\n

"You<\/span>\u00a0<\/span>Machine<\/i><\/span>\u00a0Customers<\/i><\/span>\u00a0will redefine customer expectations of what constitutes a low-effort experience, creating a<\/span>\u00a0<\/span>bigger<\/span>\u00a0<\/span>competitive gap\u201d,<\/span>\u00a0<\/span>it says<\/span>\u00a0<\/span>a challa<\/span>, Senior Director Analyst at\u00a0<\/span>Gartner Customer Service and Support Practice<\/span>. \u201cOrganizations that adopt them will be able to differentiate their value and<\/span>\u00a0<\/span>be able to meet this new standard of service effortlessly.\u201d<\/span>\u00a0<\/span><\/u><\/u><\/p>\n

Initially, the<\/span>\u00a0<\/span>Machine<\/i><\/span>\u00a0Customers<\/i><\/span>\u00a0will be better served in channels of<\/span>\u00a0<\/span>chatbot<\/i><\/span>\u00a0corporate<\/span>\u00a0<\/span>because they are capable of handling large-scale requests. To the<\/span>\u00a0<\/span>better prepared companies<\/span>\u00a0<\/span>will start investing in<\/span>\u00a0<\/span>Platforms<\/span>\u00a0<\/span>in<\/span>\u00a0<\/span>Conversational Artificial Intelligence (CAIP) to enable direct communication between robots (bot-to-bot)<\/i>.<\/span>\u00a0<\/span><\/p>\n<\/div>\n

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\u201cOrganizations without a<\/span>\u00a0<\/span>Machine<\/i><\/span>\u00a0Customers<\/i><\/span>\u00a0will not have<\/span>\u00a0<\/span>conditions<\/span>\u00a0<\/span>to distinguish between human-clients and<\/span>\u00a0<\/span>client-machine\u201d,<\/span>\u00a0<\/span>says Challa. \u201cThey may have performance issues<\/span>\u00a0<\/span>in attendance<\/span>\u00a0<\/span>non-chatbot,<\/i><\/span>\u00a0<\/i><\/span>without understanding why.\u201d<\/span>\u00a0<\/span><\/p>\n<\/div>\n

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\u00a0<\/span>Customer service representative automation is also on the rise<\/b><\/span>\u00a0<\/b><\/span>-<\/b><\/span>\u00a0<\/b><\/span>The companies with\u00a0<\/span>customer service representatives<\/span>s<\/u><\/span>\u00a0will be automating more and more parts of their work to make it easier<\/span>\u00a0<\/span>the flow, but they will not always be<\/span>\u00a0<\/span>using tools<\/span>\u00a0<\/span>contracted business<\/span>\u00a0<\/span>to do this: Gartner predicts that 30% of representatives will do so by 2026.<\/span>\u00a0<\/span><\/p>\n

 <\/p>\n<\/div>\n

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between activities<\/span>\u00a0<\/span>that can be programmed to be automated independently<\/span>\u00a0<\/span>(of the type<\/span>\u00a0<\/span>'automation')<\/span>\u00a0<\/span>are the use of rapid autoresponder technology in emails, social networks<\/span>\u00a0<\/span>or the use of a<\/span>\u00a0<\/span>system of<\/span>\u00a0<\/span>recording capable of<\/span>\u00a0<\/span>transcribing customer calls.<\/span>\u00a0<\/span><\/p>\n<\/div>\n

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\u201cAlthough the<\/span>\u00a0<\/span>'automation' has been going on for some time<\/span>\u00a0<\/span>in the software area, this trend will become more present internally in customer service because representatives now have improved access to<\/span>\u00a0<\/span>automation tools,<\/span>\u00a0<\/span>it says<\/span>\u00a0<\/span>Emily Potosky<\/span>,<\/span>\u00a0<\/span>Director of<\/span>\u00a0<\/span>Search on<\/span>\u00a0<\/span>Gartner Customer Service and Support Practice<\/span>. \u201cEmerging resources, such as<\/span>\u00a0<\/span>Artificial intelligence<\/span>\u00a0<\/span>(for example,<\/span>\u00a0<\/span>Github<\/span>\u00a0co-pilot,<\/span>\u00a0<\/span>OpenAI's<\/span>\u00a0ChatGPT and Codex) will continue to make coding more accessible to reps, regardless of their skill level.\u201d<\/span>\u00a0<\/span><\/p>\n

 <\/p>\n<\/div>\n

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With that in mind, Gartner expects there to be a wider range of products on the market that focus on automation of<\/span>\u00a0<\/span>collaborators, specifically<\/span>\u00a0<\/span>solutions\u00a0<\/i><\/span>Low Code\u00a0<\/i><\/span>or\u00a0No Code<\/i><\/span>\u00a0facing<\/span>\u00a0<\/span>to representatives to help them<\/span>\u00a0<\/span>'automate'. You<\/span>\u00a0<\/span>suppliers that<\/span>\u00a0<\/span>offer collaboration platforms can also increase investment in coding resources to allow groups of representatives to work together to<\/span>\u00a0<\/span>self-automation<\/span>.<\/span>\u00a0<\/span><\/u><\/u><\/p>\n

 <\/p>\n<\/div>\n

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\u201c<\/span>Customer service and support organizations<\/span>s<\/u><\/span>\u00a0that not only allow, but authorize the<\/span>\u00a0<\/span>automation automatically will become more competitive than those that don't, as reps<\/span>\u00a0<\/span>will be able to<\/span>\u00a0<\/span>to notice and correct even the inefficiencies that the leaders are unaware of\u201d,<\/span>\u00a0<\/span>says Potosky. "These<\/span>\u00a0<\/span>companies<\/span>\u00a0<\/span>can also become more attractive employers because<\/span>\u00a0<\/span>Potential job seekers are likely to appreciate the flexibility and<\/span>\u00a0<\/span>organization availability<\/span>\u00a0<\/span>for innovation\u201d.<\/span>\u00a0<\/span><\/u><\/u><\/p>\n<\/div>\n

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\u00a0<\/span><\/u><\/u><\/p>\n<\/div>\n

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Customer service and support leaders must prepare for unexpected and unauthorized uses of technology \u2013<\/b><\/span>\u00a0The increase of<\/span>\u00a0<\/span>Machine<\/i><\/span>\u00a0Customers<\/i><\/span>\u00a0and the opportunities to<\/span>\u00a0<\/span>'automation' represent a change in the way<\/span>\u00a0<\/span>collaborators and<\/span>\u00a0<\/span>consumers\u00a0<\/span>use technology<\/span>\u00a0to interact with customer service. The increasing accessibility of technology means that<\/span>\u00a0<\/span>consumers and employees alike are using it in unexpected and often unauthorized ways. To prepare for this, service and support leaders<\/span>\u00a0<\/span>must:<\/span>\u00a0<\/span><\/u><\/u><\/p>\n<\/div>\n

    \n
  • <\/u>Create a due diligence framework to review and approve opportunities for<\/span>\u00a0<\/span>'self-automation';<\/span>\u00a0<\/span><\/u><\/u><\/li>\n
  • <\/u>Invest in a platform<\/span>\u00a0<\/span>chatbot<\/i><\/span>\u00a0scalable to facilitate the interaction of<\/span>\u00a0<\/span>Machine<\/i><\/span>\u00a0Customers<\/i><\/span>\u00a0with<\/span>\u00a0<\/span>bots<\/i><\/span>\u00a0corporate;<\/span>\u00a0<\/span><\/u><\/u><\/li>\n
  • <\/u>Take advantage of the availability of<\/span>\u00a0<\/span>employees to augment their own processes, enabling them to create more engaging and effective ways of working;<\/span>\u00a0<\/span><\/li>\n
  • Measure channel performance\u00a0<\/span>of robots, as well as channels<\/span>\u00a0<\/span>without<\/span>\u00a0<\/span>chatbots<\/i><\/span>,<\/i><\/span>\u00a0to understand the impact that<\/span>\u00a0<\/span>Machine<\/i><\/span>\u00a0Customers<\/i><\/span>\u00a0have in your<\/span>\u00a0<\/span>universe<\/span>\u00a0<\/span>of channels.<\/span>\u00a0<\/span><\/li>\n<\/ul>\n<\/div>","protected":false},"excerpt":{"rendered":"

    Avan\u00e7os em\u00a0Intelig\u00eancia Artificial,\u00a0automa\u00e7\u00e3o e recursos\u00a0Low\u00a0Code\u00a0impactam a\u00a0forma como empresas estar\u00e3o interagindo com seus consumidores   At\u00e9 2026, 20% do volume\u00a0mundial\u00a0de contatos\u00a0que chegam a centrais de\u00a0atendimento\u00a0a\u00a0clientes\u00a0vir\u00e1 de\u00a0m\u00e1quinas, conhecidas como\u00a0Machine\u00a0Customers. A\u00a0estimativa\u00a0\u00e9 do\u00a0Gartner, l\u00edder mundial em pesquisa e aconselhamento para empresas, que\u00a0tamb\u00e9m prev\u00ea que, at\u00e9 2024, 100 milh\u00f5es de pedidos de atendimento aos clientes ser\u00e3o levantados por produtos inteligentes.\u00a0 […]<\/p>\n","protected":false},"author":10,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":""},"categories":[39,19],"tags":[],"class_list":["post-59113","post","type-post","status-publish","format-standard","hentry","category-coluna-4","category-ultimas-noticias"],"acf":[],"yoast_head":"\nGartner prev\u00ea que m\u00e1quinas atender\u00e3o 20% dos contatos de clientes at\u00e9 2026 - ABES<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/abes.org.br\/en\/gartner-preve-que-maquinas-atenderao-20-dos-contatos-de-clientes-ate-2026\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Gartner prev\u00ea que m\u00e1quinas atender\u00e3o 20% dos contatos de clientes at\u00e9 2026 - ABES\" \/>\n<meta property=\"og:description\" content=\"Avan\u00e7os em\u00a0Intelig\u00eancia Artificial,\u00a0automa\u00e7\u00e3o e recursos\u00a0Low\u00a0Code\u00a0impactam a\u00a0forma como empresas estar\u00e3o interagindo com seus consumidores   At\u00e9 2026, 20% do volume\u00a0mundial\u00a0de contatos\u00a0que chegam a centrais de\u00a0atendimento\u00a0a\u00a0clientes\u00a0vir\u00e1 de\u00a0m\u00e1quinas, conhecidas como\u00a0Machine\u00a0Customers. 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