As virtual assistants like Siri and Alexa become more common in customer experience, from search marketing to customer support, Gartner predicts that they could be used in the future to disrupt organisations. By the end of 2021, 8.4 billion virtual assistants will be in use, up from 3.25 billion in 2019. By 2025, 37% of customers will try using a virtual assistant to interact with customer service.
This would mean more customer service requests, increasing the demand for customer service. Companies are investing in systems that use these capabilities and automating customer service with chatbots and interactive voice systems. But this could also pave the way for protests, which could cost businesses hundreds of thousands of dollars in operational expenses.
Organisations need to be prepared for these possible attacks. Automate more, increase capacity and deploy more resources. Consider employing a panel of science fiction writers to anticipate future threats. Make sure customer service is efficient and easy-to-use, but also be prepared for any unintended consequences.
Originally reported by Martech: https://martech.org/siri-and-alexa-may-be-used-by-protesters-to-attack-customer-support-channels/
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