Telkom’s Shocking Plan to Abandon Human Interaction
In a move that’s sending shockwaves through the industry, Telkom is quietly revamping its digital channels to accelerate self-service across its platforms. The telecoms giant’s new strategy is all about efficiency, and it’s willing to sacrifice human interaction to get there.
Dr Noxolo Kubheka-Dlamini, Chief Digital and Information Officer at Telkom Consumer & Small Business, reveals that the company is integrating emerging technologies like artificial intelligence (AI), generative AI, and machine learning to drive an integrated omni-channel customer experience. But what does that mean for customers?
"We’re simplifying online engagements for customers, and over time we will be integrating technologies like generative AI to take our customer experience to the next level," Kubheka-Dlamini boasts.
The plan is to enable customers to perform any service online without the need for a human agent. No more tedious phone calls or visits to the store. It’s all about speed and efficiency.
But what about customer satisfaction? Kubheka-Dlamini claims that the AI-driven analytics programme will allow customer service agents to work together with technology to better understand client preferences and tailor interactions to individual needs. But will this actually improve customer satisfaction, or just lead to more automated interactions?
The future of customer service is looking grim, with Telkom’s focus on automation and self-service. But will this actually lead to better customer experiences, or just more frustration and disconnection?
The Rise of AI-Powered Customer Service
Telkom is not the only company embracing AI-powered customer service. The trend is spreading like wildfire, with companies of all sizes investing in AI and machine learning to improve their customer experiences.
But what does this mean for human customer service agents? Will they become obsolete, replaced by chatbots and algorithms? Or will they find new ways to adapt and thrive in this changing landscape?
The future of customer service is uncertain, but one thing is clear: AI-powered customer service is here to stay. And Telkom is leading the charge.
