The Jetsons is a cartoon series that first aired in the 1960s. It depicts a family living in a futuristic world where robots and other technological advancements are commonplace.
Gartner is a research and advisory firm that provides insights on the latest trends and technologies. It has a long history of accurately predicting the future of technology, including AI.
AI, or artificial intelligence, is a broad field of computer science that deals with creating intelligent agents, which are systems that can reason, learn, and act autonomously. AI is still in its early stages of development, but it has the potential to revolutionise many industries and aspects of our lives.
So, you may be thinking that’s a series of unconnected facts – what’s the relevance?
Well simply put, the Jetsons, Gartner, and AI are all about the future:
The Jetsons predicted many technologies we use today, such as video phones, smart homes, and self-driving cars, they showed us a world where humans and robots live harmoniously and perhaps most importantly, they had a hopeful vision of the future. Gartner predict that “the impact of AI on the customer service function cannot be overstated” coincidentally Gartner also predict here that the connected rep is an innovation trigger that will mature in 2-5 years.
But what is a connected rep? The term ‘connected rep’ refers to a customer service representative who is equipped with the tools and technologies they need to provide a seamless and personalized customer experience across all channels. This includes having access to customer data, knowledge bases, and other resources in real time, as well as the ability to collaborate with other reps and departments and the provision to provide a more proactive and efficient customer service experience. For example, they can use customer data to identify potential issues before customers even contact them, and they can quickly escalate complex issues to the right people.
But what if the connected rep is here now and will solve your hiring problem? The connected rep is a reality; take a look at Inskill, they have installed their solution in over 3,000 factories and plants, connecting digital workers to machines, to machine builder’s knowledge, supporting hundreds of thousands of tasks associated with operating, maintaining and servicing equipment, a quiet revolution; in essence they are creating an ‘AI wingman’ for your service business right now, today.
This hybrid model (physical engineer with an AI wingman) will fill the resource gap. It will allow Technicians to be hired without the historic qualifications usually required for this type of role. With an AI wingman constantly over their shoulder, they have deep knowledge at their fingertips and that is game-changing for service leaders in their quest to satisfy their hiring to deliver their business growth.
This is not sci-fi, it’s not even a prediction anymore, its reality and it could solve your biggest headache right now.
Inskill are proving Gartner right about the connected rep, but two years earlier than Gartner originally predicted….
Dave Hart is a Managing Partner at Field Service Associates, www.FSAL.co.uk
