Technology has improved the customer service experience for both agents and customers. Service technology is bringing the customer and service provider together. Customer service is no longer tied to desks, shifts, or physical offices - and neither are customers. Channels like chat, email, and messaging are not just preferred but expected. There is no doubt that providing better customer support is the only way to survive. As a result, new technology adaptations for customer service are happening faster. These new technologies in customer service include artificial intelligence, chatbots, blockchain, and predictive analytics. This paper examines the impact of emerging technologies on customer service.
technology, emerging technologies, customer service, customer support.
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