Is Your Organization Ready to Support Machine Customers?

What the heck is a Machine Customer?

A transformative player has emerged in the evolving customer service landscape: the machine customer. These digital entities, ranging from sophisticated virtual assistants like Alexa, Siri, and Bixby to smart devices with autonomous purchasing and interaction capabilities, are quickly redefining the boundaries of customer engagement.

By 2026, 20% or more of interactions will be made by machine-customers.

Unlike traditional human customers, machine customers operate on behalf of their human counterparts to execute transactions and seek support through various channels, including voice. To effectively serve machine customers, organizations must adapt their channels to accommodate the unique requirements of machine customers.

What is PTP’s Point of View?

1. Measure the experience in speed, accuracy, dependability, and customer confidence with the products and services offered. These interactions will not require the same soft skills as human-to-human interactions.
2. Use a data-driven approach to help understand the value machine customers add and adjust strategies accordingly to optimize customer service outcomes.
3. Consider the complexity of integration elements and the perpetual maintenance, enhanced security and privacy, mitigation of regulatory and compliance risks.
4. Implement metrics to measure machine-customer interactions in contrast to human-to-human interactions to gauge the impact of machine customers on the overall portfolio.
5. Measure the experience in speed, accuracy, dependability, and customer confidence with the products and services offered. These interactions will not require the same soft skills as human-to-human interactions.
6. Use a data-driven approach to help understand the value machine customers add and adjust strategies accordingly to optimize customer service outcomes.