Customer service: agent profession will evolve, but it will not disappear, says Foundeve

By 2030, numerous professions will risk disappearing.Among the occupations is that of telemarketers, this is a warning of the World Economic Forum, in her study Future of Work with the Dom Cabral Foundation. In contrast, the global leader in consumer experience, Foundever, reinforces that there is no risk of extinction, but rather the evolution of the agent's role to an analyst's scope.

“The consumer market will always exist and with it activities that need the look and human intervention. Even with new technologies that serve as support for a better success of customer service in the future, what will happen is that these agents will have their functions improved, more developed and analytical”, warns CEO Brazil of Foundever, Laurent Delache.

In the material developed in partnership with the Dom Cabral Foundation, it is highlighted that the evolution of digital is pointed out 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, storage and distribution of energy (41%). In the report, it is also cited that Generative AI has shown a rapid growth, driven both by increased investments and by adoption in various sectors of the economy, with emphasis on financial services, consulting and education.

In contrast to the professions of risk of existence, the study Future of Work, made by the World Economic Forum, shows the functions with faster growth for the coming years. Among them, Big Data specialists, Fintech engineers, AI and Machine Learning specialists, Software and Applications developers, Security Management professionals, data storage specialists among others in evolution.

The contact center in 2035

Digital advances, alongside new technologies provided by artificial intelligence, contribute to these doubts when it comes to professions of the future CX Trends for 2035, developed by global CX leader, Foundever, says that the contact center professional, supposedly destined to the end of this career, will need a more analytical view in their work hours.

Foundever 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 solved across different online channels such as messaging, apps and voice. In other words, the skills of virtual assistants are expected to expand to a wide variety of channels, complementing existing omnichannel capabilities.

Foundever 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 predominate. “A search for increasingly personalized experiences, driven by AI agents, brings with it immense potential to enhance 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 take extra care to avoid discrimination and ensure user privacy, he says.

Delache also reinforces 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.

While there are concerns about task automation and possible 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 increase, AI will empower service professionals to become experts 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 service agent by 2035, according to Foundever:

• Understand where GenAI will come to life in the contact center and help you thrive;

• Ensure that 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 on new technology and data policies.