I work with the customer service support organizations at two of the largest Telco companies in the world. They are tasked with making sure their customers are happy. No easy task considering they have millions of customers and are massive organizations! There are many initiatives underway but one that is very important is around virtual chat. Virtual chat is when a customer goes online with an issue, they can chat via IM to the telco company, and the issue is hopefully resolved. But the cool part is the "person" on the other end is a computer and not a rep. If this is done right this leads to huge cost savings for the telco as well lowers the customer waiting time to zero. But the truth of the matter is the technology is far far away from working. These Teclo's have tried trail versions and they have not been successful. There are many glitches which leaves the customer even more frustrated. Once these technologies do work, and the automation is a seemless experience to the customer in which they think its a human on the other end, then there is something special. It will fundamentally change the way humans interact with enterprises. All this points to a more digital future.
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