In this paper, generic service process designs are presented for handling customer requests within a communication center.
Tasks that were previously considered the sole domain of humans — like handling customer requests, driving vehicles, or writing newspaper articles — can now be done by machines.
Many companies use Twitter to handle customer service requests and complaints, for example.
Last week, Google announced Duplex, an artificial intelligence (AI) assistant that can handle customer service requests, such as booking an appointment or providing basic information.
"We have been preparing for this for months, and when the strike took place, we deployed thousands of managers from across the country to be able to handle customer service requests," Mr. Creager said.
Smaller challengers include Ozlance.com, as well as Global Virtual Support, which manages Southeast Asia-based employees to handle customer service requests for small- to medium-sized businesses.
Rather than try to move everyone all at once, it did so in waves so that it could handle customer service requests as they came up.
An enterprise version of Google Voice could give companies a way to provision out certain phone numbers to employees to handle customer service requests and get a lot of information about those calls.
Born in Malaysia, but raised and educated in Australia, Koh instead founded a Melbourne-based company called Global Virtual Support that hires Southeast Asia-based employees to handle customer service requests for medium-sized companies.
On top of its existing partner and technical account management programs, the company now also offers access to a team of senior engineers that can handle customer service requests, as well as onboarding help and expedited SLAs.
What's more, every member of the seven-person staff takes out time to handle customer-service requests.
