The CC/CX Industry Update - Vol 11

Merry Christmas Everyone,

We're almost there, the end of 2022 and the start of 2023. Naturally there will be a lot of review and prediction based content out there at the moment and my newsletter is no different. So I'm skipping the usual sections for this one edition and instead we'll be looking at my predictions for the CC/CX market in 2023 and there will also be an interview with the entity everyone is talking about at the moment ChatGPT to get its thoughts on the market now and next year as a second "expert" opinion is always important! Lets dive in.

2023...

An Improving Jobs Market

I've spoken to lots of companies in Europe and NA over the last 4 months who are almost all sitting on new headcount requirements. They can only hold on for so long before the pressure on existing staff and on clients tells and they'll need those additional pairs of hands in the team. I'm predicting that we'll see higher vacancy numbers across the board in Q1 than in Q4 of 2022 and that this will continue throughout the year but they will be in new areas. I also think we'll see a big increase in entry level or graduate recruitment from the vendors as they future proof their teams for the skills required in 2024 and beyond.

Working styles

For the last couple of years WFH/WFA has been the hottest topic in recruitment in general globally and CC/CX has been no different. As a market CC/CX vendors/MSPs/consultancies etc. are pretty early adopters and many already had a hybrid working model in place but it was really in the contact centres themselves that this had a dramatic impact and one that looks to last. Although the big tech company owners always make headlines when they announce WFH doesn't work the truth is that it's not going away in 2023 and many job seekers are now ranking location flexibility as their number one priority just ahead of salary. I predict that we'll see companies taking advantage of WFA to expand into new regions remotely and to take advantage of cheaper talent pools around the world. This will take pressure of local talent pools in Europe and NA which in turn will level out salaries and contract rates.

M&A

With companies like Connect here in the UK continuing their growth through acquisition this is representative of what I think we'll see throughout 2023. The growth in conversational AI as a market will lead to big players and VCs buying up smaller disruptive tech providers to strengthen their own offering quickly. I also expect to see at least one major merger next year as the market tightens and some big names struggle for new business. This will all create movement in the talent pool as people are laid off or choose to leave a new structure and I think this movement will run to the C Suite in some businesses too. Expect some big name movement next year!

The Partner Model

As more vendors move their offering entirely to the cloud the MSP model could be in trouble long term. I think we'll start to see a reduction in the number of partners for most of the major cloud CC/CX vendors next year whether through attrition, mergers or a deliberate move away from the model and into more direct support. This may only be a small move as I think its a long term play but we'll start to see the beginning next year I'm sure. Don't worry this is my only negative prediction for next year!

Conversational AI

This is THE hot market right now and that will definitely continue in 2023. I think we'll see higher numbers of roles advertised by a wider range of employers across Europe and NA. I think we'll see good people get together and form disruptive start ups and therefore greater innovation in the technology and application of AL/ML in the CC/CX sector. If you're a CC developer and thinking about your career future then this is the direction to go!

The Christmas Interview

Twas the week before Christmas and all through the internet people were talking to a bot and loving it. They were also creating sci-fi selfies with Lensa but let's not go there!

Now it's my turn as I pose ChatGPT the burning market questions and show you the answers. I promise these are all copied from the thread exactly and in full.

JP: Hi, thanks for answering a few questions for my audience

CG: You're welcome! I'm happy to help with any questions you or your audience may have. As a large language model trained by OpenAI, my goal is to assist with a wide range of topics and provide helpful, accurate, and concise information. If you have any specific questions, feel free to ask and I'll do my best to provide a useful response.

JP: How do you think AI will improve customer experiences?

CG: There are many ways in which artificial intelligence (AI) can be used to improve the customer experience. For example, AI can be used to personalize the customer experience by providing personalized recommendations, tailored content, and individualized interactions. AI can also be used to automate routine tasks and free up customer service agents to focus on more complex and high-value activities, such as problem-solving and building relationships with customers. Additionally, AI can be used to analyze customer interactions and feedback in real time, providing insights that can help businesses improve their products, services, and overall customer experience. Overall, the use of AI in customer experience can help businesses create more efficient, effective, and satisfying interactions with their customers.

JP: What are the risks of using AI within customer service?

CG: While there are many potential benefits to using artificial intelligence (AI) in customer service, there are also some risks to consider. For example, if AI systems are not trained properly or are not integrated seamlessly into the customer experience, they can create a disjointed or frustrating experience for customers. Additionally, if AI systems are not designed to handle complex or unusual customer inquiries, they may not be able to provide the help that customers need, leading to customer dissatisfaction. Furthermore, there are concerns about the potential for AI systems to make mistakes or even to act in unethical ways, such as by discriminating against certain customers or providing incorrect or misleading information. It's important for businesses to carefully consider these risks and take steps to mitigate them when implementing AI in their customer service operations.

JP: Whats the most accurate way to record customer satisfaction or dissatisfaction following the use of AI in the customer experience?

CG: There are several different ways that businesses can measure customer satisfaction or dissatisfaction following the use of AI in the customer experience. Some common methods include surveys, where customers are asked to rate their experience with the AI system on a scale such as 1-5, or to provide written feedback about their experience. Another approach is to use analytics and data mining techniques to analyze customer interactions with the AI system, looking for patterns and trends that can provide insight into how customers feel about the AI system. Additionally, businesses can monitor customer feedback and comments on social media, review websites, and other online platforms to gauge how customers are responding to the AI system. Ultimately, the most accurate way to measure customer satisfaction or dissatisfaction will depend on the specific circumstances and the goals of the business, and may involve using a combination of these and other methods.

JP: Do you think customers can be immediately put off or defensive when presented with AI or a bot when they are trying to resolve a complaint?

CG: It's possible that customers may be put off or defensive when they are presented with AI or a bot when trying to resolve a complaint. This may be particularly true if the AI system is not well-designed or is not able to provide the help that customers need. In these cases, customers may become frustrated and may feel that their concerns are not being adequately addressed, leading to dissatisfaction and potentially even to a loss of trust in the business. On the other hand, if the AI system is able to handle customer complaints effectively and efficiently, and is integrated seamlessly into the overall customer experience, it may actually improve the customer's experience and help to build trust and satisfaction. Ultimately, the success of using AI to handle customer complaints will depend on how well the system is designed and implemented, and on the overall quality of the customer experience.

JP: Could you be used for customer service?

CG: As a language model trained by OpenAI, I am not able to directly interact with customers or provide customer service. My primary function is to assist with a wide range of topics by providing helpful, accurate, and concise information based on the text that I was trained on. I do not have the ability to browse the internet or access up-to-date information, and I do not have the capability to engage in real-time conversations or direct interactions with customers. My primary purpose is to assist with information and knowledge-related tasks, and I am not able to perform the functions of a customer service representative.

JP: Will OpenAI be used to train customer service bots in future?

CG: It's possible that OpenAI may be used to train customer service bots in the future. OpenAI is a research institute and technology company that focuses on advancing artificial intelligence and its applications. The company has developed many innovative technologies, including large language models such as me, that can be used in a variety of applications, including customer service. It's likely that OpenAI will continue to develop and advance its AI technologies, and that these technologies may be used to train customer service bots in the future. However, I do not have any specific information about the plans or activities of OpenAI, as I am a language model trained by the company and do not have the ability to access up-to-date information or browse the internet.

JP: Finally, will AI ever rise up and over throw the human race?

CG: It is highly unlikely that AI will ever rise up and overthrow the human race. While AI has made great strides in recent years and is capable of performing many tasks that were previously thought to require human intelligence, it is still a long way from being able to match or surpass the full range of human capabilities. AI systems are typically designed to perform specific tasks, and they are not able to exhibit the kind of creativity, flexibility, or judgment that are characteristic of human intelligence. Additionally, most AI systems are tightly controlled and constrained by the humans who develop and manage them, and they do not have the ability to act independently or to make decisions on their own. So while AI has the potential to transform many aspects of our lives, it is unlikely to pose any threat to the human race.

NB: It would say that wouldn't it!

As always thank you for reading and I wish you and your families a happy festive season and successful and healthy 2023. I'll be back on January 11th with the first edition of 2023.

Thanks for reading and sharing