Customer Service in the Transhuman Age

by Vit Horky, Gustavo Bonanno (Illustrator), Stephan Delbos (Editor)

There are over 14 million customer service workers sitting at their desks right now picking up phones and responding to messages. They are helping people like you and hundreds of millions of others every day when something gets broken or when something doesn’t work. However, their jobs are in danger, and yours could be too. They could be largely replaced by computer automation. With the rapid growth of Artificial Intelligence capabilities, connected products, and virtual reality, we will see a change in the customer service industry in the upcoming decade thatwe haven’t seen before. Moreover, in just about 30 years, computers may reach and quickly surpass the general human intelligence. And then what?

This book is for everyone who is curious about these developments and how it will affect everyone’s job. Customer Service in the Transhuman Age We’ll soon be celebrating the arrival of the 21st year of the 21st century and technology plays a larger role in our lives than ever. In the upcoming decades, humans will gain abilities previously associated only with gods, or in other words, they will become transhuman. As a result, companies will need to fundamentally change their approach to customer service in order to develop new revenue opportunities and strengthen market position. Customer Service in the Transhuman Age explores the development of transhumanism and how it could improve the way we do customer service. You’ll find practical advice for moving customer service into the future, starting today. Along with speculation about what remain unknown possibilities for digital customer service, you’ll find plenty of key learnings and step-by-step improvements that come from the author’s decade of experience in the industry.

A Book for Customer Service Professionals Customer Service in the Transhuman Age is written for customer service professionals as well as for passionate experts and managers across large and small companies. CEOs and managers may get inspired by the numerous use cases and new business opportunities. Customer service, customer experience and IT professionals may put specific use cases into practice through practical checklists and step-by-step guides. Last but not least, this book is written for people who are both excited and a little scared about how technology will change the world for us and future generations, and who seek to find out what we can do today to unleash the human potential around us. As you read these chapters, you'll explore the development of transhumanism and how it could improve the way we do customer service in the near future. Practical guide for implementation The book includes a practical set of strategies and tactics helping every organization to utilize currently available technologies for modernization and successful digital transformation of a contact center. Among many, you will find practical use cases of using real-time chatbots, intelligent advisors or video chat that both improve customer service efficiency and helps to generate higher revenues.

Chapters: 1) How Transhumanism Met Customer Service 2) The Customer in Charge 3) The Companies Breaking from the Past 4) Will Machines Take Your Job? 5) The New and Liberated Agent 6) The Challenges 7) The Vision of What’s Coming 8) The Implementation Guide

272 pages, Hardcover

Published November 13, 2018

Reviews

[Stefan · Rating 5 out of 5]

I recommend the book to anyone interested in digital customer support. You can read about the evolution of user interaction with CS departments, why we need to keep moving in various aspects of technologies like NLP, AI, and chatbots. The book also offers practical advice that is useful to anyone working on the digital transformation of CS. 5/5

[Monika · Rating 4 out of 5]

It's a very interesting debate about the direction of technology in service industry and it's translation to people's everyday life. Very well written, it basically reads itself! :)