By 2030, numerous professions will be at risk of disappearing. Among these occupations are telemarketing operators, a warning from the World Economic Forum, in its Future of Work study with the Dom Cabral Foundation. In contrast, the global leader in consumer experience, Foundever, emphasizes that there is no risk of extinction, but rather an evolution of the agent’s role into that of an analyst.
“The consumer market will always exist, and with it, activities that require human insight and intervention. Even with new technologies that support better consumer service success, in the future, what will happen is that these agents will have enhanced, more developed, and analytical roles,” warns Laurent Delache, CEO of Foundever Brazil.
In the material developed in partnership with the Dom Cabral Foundation, it is highlighted that digital evolution is pointed out as one of the most transformative trends by 60% of respondents. Key highlights include artificial intelligence and information processing (86%), robotics and automation (58%), and energy generation, storage, and distribution (41%). The report also mentions that Generative AI has shown rapid growth, driven by both increased investments and adoption across various economic sectors, particularly in financial services, consulting, and education.
In contrast to at-risk professions, the Future of Work study by the World Economic Forum shows the fastest-growing roles for the coming years. Among them are Big Data specialists, Fintech engineers, AI and Machine Learning specialists, Software and Application Developers, Security Management professionals, data storage specialists, and others in evolution.
The contact center in 2035
Digital advancements, alongside new technologies enabled by artificial intelligence, fuel these doubts when it comes to future professions. In contrast, the report CX Trends for 2035, developed by the global CX leader, Foundever, states that the contact center professional, supposedly destined for the end of this career, will need a more analytical vision in their routine.
Foundever’s material highlights that self-service is gaining more and more ground, 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, such as messaging, apps, and voice. In other words, virtual assistants’ skills are expected to expand into a wide variety of channels, complementing existing omnichannel capabilities.
Foundever’s CEO in Brazil, Laurent Delache, predicts the arrival of a centralized artificial intelligence agent capable of offering advanced skills and greater personalization. This will represent a significant contrast to the isolated and basic experiences that currently prevail. “The pursuit of increasingly personalized experiences, driven by AI agents, brings immense potential to enhance the interaction between brands and consumers. In contrast, this intensified personalization raises crucial questions about ethics and security, and thus, the collection and use of personal data to shape individual experiences require companies to exercise extra care to avoid discrimination and ensure user privacy,” he explains.
Delache also emphasizes that the reason for this is the growing complexity of customer demands, which is driving a profound transformation in consumer service. “The need for personalized and immediate solutions is accelerating the adoption of artificial intelligence (AI) in this sector.
Although there are concerns about task automation and potential job replacement, research shows that customer support leaders see AI as a driving force for career evolution in this area. That is, as customer expectations rise, AI will empower service professionals to become experts in solving complex problems more efficiently, contributing to greater satisfaction and customer loyalty during their experience,” he says.
How to prepare to be a good service agent by 2035, according to Foundever:
- Understand where GenAI will come to life in the contact center and help you thrive;
- Ensure ethical and security standards for new technologies maintain an exemplary level of integrity;
- Practice transparency with consumers and serve as an educational guide for them on new technology and data policies.
