3 Ways Technology Will Drive Customer Service in 2020

2019 has seen a growing demand for fast and personalized customer support. As the majority of clients become tech-savvy, more businesses are embracing artificial intelligence to ensure 100% customer satisfaction. 

Let’s take a look at three of the most promising technologies set to optimize customer service in 2020.  

Real-time messaging 

In today’s highly digital world, businesses are expected to be online and responsive 24/7. Modern customers prefer to communicate via chat or instant messaging instead of picking up the phone or writing an email. 

As a result, the demand for virtual customer assistants and video conferencing platforms will continue to rise. Facebook Messenger, Slack, WhatsApp and Viber are some of the leading channels that allow real-time and authentic B2B and B2C conversations. Facebook even has a feature of showing a company’s average response time. Poor responsiveness will drive potential customers away and reduce opportunities for engagement. 


Blockchains will become a competitive advantage for companies in the next couple of years. Originally used for bitcoin, a  is a technology that secures and simplifies all kinds of business-customer transactions without needing a central bank to oversee them.

Transactions are stored forever on an electronic ‘ledger’ accessible to devices all over the world. Blockchains practice data encryption to secure sensitive information involved in each transaction. This means data will only be readable to those who possess the right keys or codes to unlock it. 

Blockchain technology allows money to flow freely between business and customer, reducing bank-related issues and costly service fees. With no banks or payment portals to serve as middlemen, payment processing and identity checking will take less time and hassle.

This also makes transactions more accessible for disadvantaged or disabled customers. Blockchains also reduce the risk of system errors due to imperfect banking channels. 

Chatbots and NLP

Research shows that customer representatives spend over 90% of their day repeating the answers to the same questions and solving the same round of issues over and over again. Using chatbots to handle customer inquiries can significantly reduce case volume for agents and allow them to focus on more important tasks. 

Bots are highly efficient self-service tools that provide companies with a new, repeatable, and affordable means of communication. Through chatbots, customer reps will only have to deal with cases that require human judgment and specific problem-solving skills. 

Natural language processing (NLP) is the AI-powered technology that drives a chatbot to process and understand natural human languages. One of its latest applications is Google’s Smart Compose feature for Gmail. NLP allows Smart Compose to offer suggestions for completing sentences as you’re typing. The same technology is used in predictive smartphone keyboards and Google’s web search suggestions. 

Another application of NLP is live machine translation in customer messaging. It enables vendors and clients to write in varied languages and still understand each other perfectly. Through NLP, businesses can easily communicate with customers anywhere in the world.

When it comes to meeting your customers’ needs, it always pays to go the extra mile. Implementing innovative customer service tech in your business will help keep clients happy and ensure long-term success. 

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