Gartner：2025客户服务交互中的未来座席角色研究报告：面向客户服务和支持领导者（英文版）（19页）.pdf

1、Future Agent Roles in Customer Service InteractionsGartner for Customer Service&Support Leaders1Gartner for Customer Service&Support Leaders Follow Us on LinkedIn Become a Client Future Agent Roles in Customer Service InteractionsFuture service agent roles will be defined by how organizations use AI

2、.Customer service leaders can use this research to learn about a framework for future agent roles by determining whether AI will be an autonomous decision maker or teammate,and whether cost or customer experience takes priority.Karan Anand Principal,ResearchJonathan Schmidt Senior Principal AnalystK

3、athy Ross Senior Director AnalystKim Hedlin Senior Principal,ResearchUpdate this hyperlink on the master page:Subject line should be title of the research2Gartner for Customer Service&Support Leaders Follow Us on LinkedIn Become a Client Future Agent Roles in Customer Service InteractionsOverviewKey

4、 findings Organizations will have to decide whether the primary objective of their AI initiatives is improving customer experiences or achieving cost efficiency.This decision will influence the future responsibilities,training and required technologies of customer service agents.AI will either augme

5、nt human agents abilities or drive decision making (with human agents playing a supporting role),depending on an organizations technical maturity and regulatory context.Future human agents will use technology to achieve the level of emotional intelligence and technical proficiency required for their

6、 work.They will need continuous training to effectively leverage these tools.Recommendations Identify the agent archetype that most closely aligns with your vision for your organizations future.Consider the extent to which your organization will rely on AI to make decisions and your primary objectiv