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How Customer Outsourcing Support Technology is Evolving for the Better


In today’s market, you need to be competitive to survive. There are many ways to do this. You can outsource some functions or turn to the latest technology.

Or, you can combine these tactics and consider outsourced customer service from a partner who uses the latest tech. This enables you to get the support you need and access advanced technology cost-effectively.

In this post, we’ll look at the latest advancements when it comes to support technology. This will enable you to find a suitably advanced partner.

AI-powered Chatbots and Virtual Assistants

These tools are nothing new. However, they’ve become a lot more sophisticated. They’re now able to understand the context of what someone is saying rather than just the words. Therefore, customers don’t have to use the exact keyphrase to get the correct response.

What’s more, AI-driven chatbots can offer personalized responses that draw on several databases. This enables them to address a wide range of queries and make relevant offers to your clients.

Robotic Process Automation (RPA)

The tech automates repetitive tasks such as ticket routing, form processing, data entry and data extraction. It’s not only faster than humans, but it’s also more accurate. RPA bots free up your support agents so that they can focus on more complicated queries.

Omni-channel Communication Platforms

Companies today need to interact with clients where they hang out online. This means adopting omnichannel communication platforms that work across various channels, such as:

● Phone

● Chat

● Email


● Social media


The goal is to provide clients with a seamless experience, no matter how they contact you.

Predictive Analytics and Customer Insights

AI can analyze huge amounts of data quickly and effectively. You can set this task so it generates actionable insights for your business. These predictive analytics can help:

● Anticipate customer needs

● Identify trends

● Personalize interactions

The upshot is that your marketing campaigns should convert better. You should also see an increase in customer satisfaction and retention.

Self-Service Portals and Knowledge Bases

Today, some customers want to find the answer themselves. They don’t want to contact support because it’s time-consuming. You can help them by providing a self-service portal and easy-to-search knowledge base.

AI can be useful in suggesting suitable content and even creating outlines for it. You can also embed a bot to answer questions your clients might ask.

Voice Recognition and Voice Assistants

This technology allows your customers to interact with their technology using voice commands. In this case, companies embed voice-activated assistants like Alexa into their service platforms.

These assistants can assist with basic queries or route calls. Therefore, they help streamline the support process and can be a valuable aid to your support team.

Augmented Reality (AR) and Virtual Reality (VR)

These technologies are valuable for more than just gaming. Support companies are using them to enhance the customer experience. AR-powered remote assistance tools make it easy for technicians to guide clients through troubleshooting steps.

They can even allow customers to make small repairs, improving satisfaction.

There’s more scope for this tech. You could incorporate it into your app, allowing customers to see what a product looks like in their space. Many paint companies already do this. They allow a customer to take a photo of their room so they can see what different colors look like.

You could take this a step further and incorporate it into tutorials to ensure your customers get the best possible use of your products.

Blockchain for Customer Data Security

Bitcoin has had a bit of a rollercoaster ride when it comes to its value. However, the technology behind it is sound. While there are some bugs to work out, blockchain tech offers support services, enhanced security,


By using a decentralized system and blockchain-based authentication, companies can protect their sensitive customer data. The chains are not only tamper-resistant but also cost-effective to manage.


When it comes to customer support technology, there are many advancements to make our lives easier. Generative AI is opening new spheres when it comes to support technology, so it’ll be interesting to see what occurs next.

If you’re considering outsourcing support, you should look for a forward-thinking partner that is already using cutting-edge technology. Then, make sure that their corporate culture gels with yours, and the sky’s the limit.