It should be no surprise to hear that millions of jobs in business today won't be around in the future. Digital Transformation and advanced technology will profoundly change the job market (in particular, Customer Success / Customer Service jobs) over the next 10 years.
Many of the lower level jobs will be replaced by robots or computers with artificial intelligence (that mimics human response and behavior) and machine learning (that develops with self-learning algorithms).*
According to a research study about the future of jobs by the University of Oxford/NPR in September 2013, Customer Service Reps have a 99% chance of seeing their jobs replaced by robots (see bar chart below for some of the other top jobs projected to disappear):
If you don't believe this change is happening right now, just look at what's taking place in one six-month customer success pilot program today:
- The company had 65,000 call requests a month
- The computer / robot was able to successfully process 64% of requests
- Call times dropped from 18.2 minutes to 4.5 minutes
- The speed of answering a call dropped from an average of 55 seconds to 2 seconds
McKinsey estimates that there is a $5 to $7 trillion opportunity for automating low level "knowledge work" tasks like taking customer support calls.
Deloitte has estimated that the automation of knowledge workers will expand from $1 billion to $50 billion in the USA over the next few years.
Something to think about
In the future, there will be jobs where you work for the robots... and there will be jobs where the robots work for you. Just make sure you are continuously learning to be qualified for the best jobs of the future... and have the robots work for you.
Contact us for more information or to help you and your team digitally transform your organization and prepare for the future.
* Click to watch an explanation of artificial intelligence (AI) vs machine learning. The first two minutes of this YouTube video gives you a good overview of artificial intelligence vs machine learning. The total video runs about 11 minutes.
Photo credit: Pixabay.com