There is a significant scarcity of data analysts right now, and it's getting worse as companies move forward with AI implementations. To close the skills gap, businesses must stay innovative.
Fremont, CA: The Internet of Things (IoT) is bringing a new era of industry-wide transformation. While internet-connected devices aim to improve efficiency and convenience in consumers' daily lives, the data generated by IoT devices and sensors holds tremendous value for businesses.
Here are three ways IoT is transforming the call center industry:
Handling IoT Data Need Investment in People and AI
To obtain value from the vast amounts of real-time data generated by IoT sensors and devices, artificial intelligence (AI) and machine learning technology must be used to track, sort, and categorize the data. As a result, finding and maintaining the analytical expertise required to extract relevant insights from data is a more pressing necessity. Unfortunately, for most enterprises, this has become an AI deployment stumbling block.
IoT Demands Personalized Customer Support
In a competitive market, delivering a single-point-of-contact support experience will be a critical differentiation for IoT firms. To do so, contact centers will need to transform the frontline customer care agent's function from transactional to consultative, requiring critical-thinking and problem-solving skills to resolve issues across the IoT product ecosystem rather than simply for a single point product. In addition, supporting devices in the healthcare and financial services industries require the ability to respond to clients with empathy and discretion, as agents may need access to or be exposed to very sensitive information.
Increase IoT Growth Tests Data Security Protocols and Customer Trust
Regarding customer privacy and data security, the IoT landscape's competitiveness provides organizations little room for error. Consumer confidence in enterprises' ability to handle and protect sensitive personal information has been eroded due to well-publicized data breaches and trust violations. Consumers are no longer ready to give up sensitive personal data for the sake of convenience. Instead, they want to know what kind of information organizations collect, how they use it, and how they safeguard it.