What is the future of the Customer Support Service industry? Will it completely get swept away by the AI?

Now you might think that maybe I am pointing out that people will lose their jobs if AI products are deployed to interact with the customers.

But if you read the two questions in the title, you would find that they are NOT interrelated.

The former has been asked in the context of the industry’s motivation to move forward whereas the latter asks about the methods of providing service to the customer whether by employing humans or by deploying robots or AI products for that matter.

So let me state my concerns in a very straightforward way which will be based on my interaction with CSRs (customer service representatives) working in various sectors in India and also from my own experience working as a student counsellor where I did almost what a CSR usually does, taking feedback and providing solutions.

1. Why the CSR’s position or job role is looked down upon in the country?
2. Why is CSR's job considered a cheap source of income only and not given the importance it deserves?
3. Why are CSRs perceived as less competitive as compared to other job profiles?

What's the role of customer support service in any business?

The growth of any business depends on its customer experience. Customer service enables us to provide support to the customer - before, during and after a purchase, and not only that but also it helps us get their reviews on the same.

Based on which business leaders decide where they need to improve and how they can excel in their growth in an effective and timely manner to stay on top or even to survive amongst their competitors in the market. I just loved the way Richard Branson (CEO of Virgin Group) stated -

"Good customer service begins at the top. If your senior people don't get it, even the strongest links further down the line can become compromised."

If you have come this far reading this article, you might feel like asking me, if, given a chance, what would I like to improve in the scenario discussed above? I would love to encourage people to RESEARCH, REVISE, and REACT.

Why RESEARCH?

Because I have felt the lack of spirit, in general, to spend time and money in training and development in the field of communication in the true sense.

Why REVISE?

Because AI products are not our enemy as CSRs or any threat to our jobs, in fact, these are the technical helping hands in saving time by doing basic questioning and data collection so that we can revise our strategies to help the customer in the best way possible based on the data received which will eventually be profitable to the business meaning possible hikes in our salaries.

Why REACT?

Because we are not robots and so aren’t our customers. Mostly they are not worried due to the problem they are facing with the product or service they have paid for, but because of the lack of empathy towards their loss and the lack of acknowledgement of them being heard.

All I am trying to make a point is that as the technology of communications is advancing on an exponential rate, this is the need of the hour that we train our minds as well as our attitude being a CSR.

Conclusion

In essence, the true value of customer support often gets overlooked. It's time to elevate the role of CSRs, invest in their development, and harness the power of AI as a tool, not a replacement. By understanding the nuances of human interaction and leveraging technology, businesses can create exceptional customer experiences that drive growth.

So, what are your thoughts on the future of customer service? How can we bridge the gap between technology and empathy? Let’s spark a conversation!