The Future Of Customer Experience – 3 Examples Of Virtual Assistants, Biometrics And Siri-Style Services | TechCrunch

The future of customer service is less about the people than it is the sound of a person or the virtual image of an individual.

Humans are just so inefficient. But they can be improved, too, through interfaces that provide them more automated capabilities. is on the edge of this trend. It continues to acquire companies that automates an agent’s tasks to become more efficient and customers to experience a less odious way of getting their issues answered. This week itacquired GoInstant, which makes it easier for anyone in a customer experience role to share a Web page. It requires no plug-in. It’s simply a URL that connects the agent and the customer .

Other examples include Zendesk, which now provides customers with a new Facebook private messaging capability. And Twilio now says developers can create apps that send SMS messages to people in 150 countries. That also provides a a new level of automation that can be built into a customer experience environment.

“In the customer care and collaboration realm, this sort of infrastructure empowers users to designate when and how they want messages delivered to them as part of “unified communications,”said Dan Miller, senior analyst and founder at Opus Research.

What these companies are doing is just a warm up. We are entering an age of virtual agents, soothing Sir-style voice recognition and immediate verification through biometric data.


  1. gwenmcgregor reblogged this from smarterplanet
  2. jp-casino reblogged this from richardtweiser
  3. richardtweiser reblogged this from emergentfutures
  4. yourcallisimportanttous reblogged this from smarterplanet
  5. phalox reblogged this from emergentfutures and added:
    Virtual Assistance is becoming a reality.
  6. findingjimoh reblogged this from emergentfutures
  7. paulteusner reblogged this from smarterplanet
  8. sirlowkey reblogged this from emergentfutures
  9. emergentfutures reblogged this from smarterplanet
  10. humanizethis reblogged this from smarterplanet
  11. newsandpictures reblogged this from smarterplanet and added:
    El futuro del servicio al cliente es menor en las personas de lo que es el sonido de una persona o la imagen virtual de...
  12. squeak-ums reblogged this from smarterplanet
  13. pallino1021 reblogged this from smarterplanet
  14. smarterplanet posted this

Recent comments

Blog comments powered by Disqus