By 2030, countless professions will be at risk of disappearing. Among the occupations is that of telemarketing operators, this is a warning from theWorld Economic Forum, in your Future of Work study with Fundação Dom Cabral. Conversely, the global leader in customer experience, Foundever, emphasizes 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, along with activities that require human observation and intervention. Even with new technologies that support better customer service success, in the future, what will happen is that these agents will have their functions enhanced, more developed, and more analytical," warns Laurent Delache, CEO of Foundever Brazil.
In material developed in partnership with Fundação Dom Cabral, it is highlighted that the evolution of digital is considered 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, storage, and distribution of energy (41%). The report also states that Generative AI has been experiencing rapid growth, driven both by increased investments and adoption across various sectors of the economy, with a focus on financial services, consulting, and education.
In contrast to the professions at risk of existence, the Future of Work study conducted by the World Economic Forum shows the roles with the fastest growth in the coming years. Among them, specialists in Big Data, Fintech engineers, experts in AI and Machine Learning, Software and Application developers, Security Management professionals, data storage specialists, among others in development.
The contact center in 2035
Digital advances, alongside the new technologies provided by artificial intelligence, contribute to these questions when it comes to future professions. Conversely, the reportCX trends for 2035, developed by the global CX leader, Foundever, states that the contact center professional, supposedly destined to end their career, will need a more analytical view in their work.
Foundever's material highlights that self-service is increasingly gaining ground, driven by the evolution of artificial intelligence and GenAI. These technologies enable a wider range of complex cases to be resolved across different online channels, such as messaging, apps, and voice. In other words, virtual assistant skills are expected to expand to a wide range of channels, complementing the existing omnichannel capabilities.
The CEO of Foundever 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 predominate. "The pursuit of increasingly personalized experiences, driven by AI agents, brings with it immense potential to enhance the interaction between brands and consumers. Conversely, 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 caution to avoid discrimination and ensure user privacy," she says.
Delache also emphasizes that the reason for this is the increasing complexity of customer demands, which is driving a profound transformation in customer 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 the possible replacement of jobs, research shows that customer support leaders see AI as a driving force for career evolution in this field. In other words, as customer expectations increase, AI will empower service professionals to become specialists in solving complex problems more efficiently, contributing to greater customer satisfaction and loyalty during their experience," he says.
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 an exemplary level of integrity;
- Practice transparency with consumers and serve as an educational guide for them about new technology and data policies.
