Future of Agents

Agents and brokers will have to work smarter in 2017 and roll with the punches as technology further encroaches on their jobs. This year 2 out of 3 customer interactions will no longer require human intervention. By 2020, 85% of customer interactions will be managed without a human. If you’re currently in an agent role then your job is at risk.
What is changing?

Technology

  • By 2020, autonomous software agents outside of human control will participate in five percent of all economic transactions.
  • The operations of a travel agent will eventually be completely automated by the implementation of new AI technology.
  • By 2020, smart agents will manage 40% of mobile interactions.
  • The Defense Advanced Research Projects Agency is reportedly interested in developing autonomous software agents that could identify and repair security risks in computing systems.
  • Cognitive systems will replace the first-generation decisioning and predictive processes used today, as it applies both to customer behaviour and agent performance.
  • Assistive artificial-intelligence agents will answer questions and help consumers navigate product features.
  • By 2020, 40 percent of mobile interaction will be facilitated by smart agents as the post-app era starts to dominate.
  • Endpoint software agents can leverage cloud-based real-time data like threat intelligence to prevent, detect, and block new cyber threats targeting IoT devices and systems.
  • By 2019, 20 percent of all smartphone interactions will take place through personal assistants.
  • Service robots for personal and domestic use are projected of sales of about 42 million units for about US$22 billion during the period of 2016 and 2019 worldwide.
  • Personal AI agents, bots and assistants will enable mobile apps to give users more tools and control of their world.
  • Mobile devices used as remote controllers for other smart devices will become more mainstream in 2017.
  • Endpoint software agents can leverage cloud-based real-time data like threat intelligence to prevent, detect, and block new cyber threats targeting IoT devices and systems.

Agents

  • Technology and big data will continue to have a major impact on agent productivity in 2017.
  • Assistive artificial-intelligence agents will answer questions and help consumers navigate product features.
  • The use of new media will bridge the gap between users and agents.
  • Some experts have predicted as high as a 6 percent increase in the bookings made through online travel agents in the year 2017.
  • Remote working will support a reduction in staff attrition and sick leave as agents find more job satisfaction and general workplace happiness.
  • To support effective succession management HR could use technology to access a global pool of free agents.
  • The use of new media will bridge the gap between users and agents.
  • Even smart contracts with autonomous software agents as parties can trace their beginnings to human actions and will impact human beings or other actors in the “real” world at some time.
  • Expedia will be the first travel bot on Skype with the ability to call a customer support agent.
  • Within five years, robots and so-called intelligent agents will eliminate many positions in customer service, trucking and taxi services.
  • Combining AI, sensors, data mining, and other technologies will enable factories to optimize workforce assignments in real time based on past trends, current orders, and changing market conditions.
Implications
  • A truly autonomous and distributed Internet of Things empowered by an Internet of Transactions and software agents could take much longer to develop.
  • Soon tour agencies will take people to Bahamas even before they book their flight and real estate agents will make more detailed home tours to buyers … all with a little help from virtual reality technology.
  • In 2017, international payment service providers that depend on physical agent-based models will see increasing pressure to move even more of their business to digital.
  • Some consumers will grow tired of the rudimentary functionality of purpose-built chatbots now on messaging platforms such as Skype, Slack, and Facebook Messenger.
  • By 2021, automation, supported by intelligent software agents driving by an evolution in AI and cognitive technology will have eliminated a net 6% of US jobs.
  • There will be an 11% loss of jobs that are vulnerable and a 5% creation of jobs in industries that stand to benefit.
  • Organizations can benefit from using robots that are connected to the cloud because they no longer will need to train or program the robot to perform specific tasks.
  • The functionality of robots will exponentially grow because each robot will have access to unlimited resources of information on how to perform actions and understand human environments.
  • AI innovations will need to overcome understandable human fears of being marginalized.
  • But, having human agents as a backup will always be a necessity regardless of how advanced artificial intelligence becomes.

Sentiment

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