By 2030, numerous professions will be at risk of disappearing. Among the occupations is that of telemarketing operators, this is an alert from theWorld Economic Forum, in your study Future of Work with the Dom Cabral Foundation. In contrast, the global leader in consumer experience, a Foundever, reinforces thatthere is no risk of extinction, but rather the evolution of the agent's role to an analyst scope.
"The consumer market will always exist and with it activities that require human attention and intervention". Even with the new technologies that support better success in customer service, in the future, what will happen is that these agents will have their functions enhanced, more developed and analytical, alert the CEO Brazil of Foundever, Laurent Delache
No material developed in partnership with the Dom Cabral Foundation, it is noteworthy that the evolution of digital is identified as one of the most transformative trends by 60% of respondents. The main highlights include artificial intelligence and information processing (86%), robotics and automation (58%) and generation, energy storage and distribution (41%). In the report, it is also mentioned that Generative AI has shown rapid growth, driven both by the increase in investments and by adoption in various sectors of the economy, with a focus on financial services, consulting and educational
In contrast to the high-risk professions, the Future of Work study, made by the World Economic Forum, show the fastest growing roles for the coming years. Among them, Big Data specialists, Fintech engineers, specialists in AI and Machine Learning, Software and Application Developers, professionals in Security Management, data storage specialists among others in evolution
The contact center in 2035
Digital advancements, next to the new technologies provided by artificial intelligence, they collaborate on these questions when the topic is future professions. In contrast, the reportCX trends for 2035, developed by the global leader in CX, Foundever, say that the contact center professional, supposedly intended for the end of this career, will need a more analytical view in your work
The Foundever material highlights that self-service is gaining more and more space, driven by the evolution of artificial intelligence and GenAI. These technologies allow a wider range of complex cases to be resolved across different online channels, like messages, applications and voice. In other words, it is expected that the skills of virtual assistants will expand to a wide variety of channels, complementing the existing omnichannel capabilities
The CEO of Foundever in Brazil, Laurent Delache, forecasts the arrival of a centralized artificial intelligence agent, capable of offering advanced skills and greater customization. This will represent a significant contrast to the isolated and basic experiences that currently prevail. "The search for increasingly personalized experiences", driven by AI agents, brings with it immense potential to enhance the interaction between brands and consumers. In contrast, this intensified personalization raises crucial questions about ethics and security and, therefore, the collection and use of personal data to shape individual experiences require companies to exercise extra care to avoid discrimination and ensure user privacy, account
Delache also emphasizes that the reason for this is the increasing complexity of customer demands, that is driving a profound transformation in customer service. The need for customized and immediate solutions is accelerating the adoption of artificial intelligence (AI) in this sector
Although there are concerns about the automation of tasks and the possible replacement of jobs, research shows that customer support leaders see AI as a driving force for career evolution in this field. That is to say, as customer expectations rise, AI will empower customer service professionals to become specialists in solving complex problems more efficiently, contributing to greater consumer satisfaction and loyalty during their experience, say
How to prepare to be a good customer service agent by 2035, according to Foundever
- Understand where GenAI will come to life in the contact center and help you thrive
- Ensure that the ethical and safety standards for new technologies maintain a level of exemplary integrity
- Practice transparency with consumers and serve as an educational guide for them on new technology and data policies
