Home 4 Teleservice Technology Trends Set to Reshape the Industry In 2025 (and Beyond)

4 Teleservice Technology Trends Set to Reshape the Industry In 2025 (and Beyond)

Teleservice has long been vital for many businesses, playing a key role in customer service, technical support, sales and other crucial activities. And like other business functions, teleservices have continued to evolve alongside technology, offering greater efficiency and a wider range of functions than ever before.

Unsurprisingly, many of the most exciting and innovative trends in teleservice are powered by artificial intelligence and machine learning, with AI proving a valuable resource in supplementing the work performed by human teleservice workers.

As Han Butler, president and co-founder of ROI CX Solutions explains, there are several noteworthy technology trends poised to reshape the industry in 2025 and beyond.

1. AI-Powered Virtual Assistants

Chatbots and AI-powered virtual assistants aren’t new — but their increasing sophistication is making them more and more useful for providing conversational customer service. This is especially true of virtual assistants that are largely trained on proprietary data, ensuring a tighter focus in terms of what they need to learn and focus on.

“As natural language processing models have become more advanced and been trained on more data, their ability to effectively engage with customers has increased dramatically,” Butler says. 

“It’s important to realize that they aren’t going to replace human service representatives, especially for complex questions or concerns. But as virtual assistants become more adept at taking on tasks like booking appointments or troubleshooting simple technical issues, it will result in faster response times and free up human reps for those more complex tasks.”

As an analysis by IBM notes, chatbots can be especially beneficial by increasing the capacity of teleservice to engage with large numbers of customers, offering 24/7 availability and providing consistent messaging.

2. Augmented Reality In Remote Assistance

Another exciting tech advancement is the rise of augmented reality (AR) for remote assistance in areas such as tech support, healthcare and manufacturing. For more advanced teleservice needs requiring video communication, AR can result in more engaging and mutually beneficial interactions.

“2024 saw Microsoft Teams add AR functionality that allowed other users to apply annotations to a video feed for calls between distributed frontline workers, and that is just the tip of the iceberg,” Butler says.

“Moving forward, we can expect this type of AR functionality to expand rapidly, particularly in highly technical industries where seeing what the customer sees can streamline the support process. Being able to provide what is essentially hands-on support without needing to be physically present can become a real game-changer in delivering top-quality service in complex scenarios.”

The application of AR extends beyond customer support, with a report from Manufacturing Management noting that the tech can also help organizations provide support within teams to address skill gaps, create immersive guides and deliver enhanced support (including real-time guidance from other specialists). The end result is faster and more effective problem-solving.

3. Predictive Analytics In Customer Support Conversations

Today’s businesses are able to collect more data than ever before — and this is true of teleservices, as well. AI and machine learning tools, when paired with predictive analytics, are able to use data to track customer behavior and learn from prior interactions to improve the level of service that both AI and human representatives provide.

“When done right, predictive analytics can help teleservice providers anticipate customer needs before they arise, allowing certain issues to be handled more proactively,” Butler says.

“Predictive analytics could also prove beneficial during a live call, with the AI suggesting an effective solution based on the conversation taking place between the rep and the customer. This would enable them to quickly offer a solution, saving time and reducing potential friction during those calls.”

Speech analytics can be an especially valuable part of this process, with AI gaining the ability to understand sentiment and intent based on keywords, tone of voice and other factors in order to make more accurate predictions.

4. AI In Representative Training

Butler also feels that AI can be a valuable tool in helping representatives improve their work.

“In addition to providing predictive prompts in the conversation, we’re also excited about AI’s potential to help teleservice representatives improve their capabilities at a much faster rate,” Butler says.

“AI can analyze transcripts and recordings of service conversations much faster than a human supervisor ever could. Based on the AI’s findings, it can then offer tailored suggestions for improvement to service reps, helping chart a clear path forward for improving their skills and practices.”

Butler notes that such suggestions should still be overseen by human supervisors, who can then provide coaching, training and other resources that are focused on the needs of each individual service representative. “This allows for much faster personal growth and development, so we can raise the quality of service across the board.”

A New Frontier

As Butler’s insights reveal, the teleservice industry is hardly immune to current technological trends. As these and other tech trends become more fully adopted by teleservice providers, customers can expect a deeper level of support for complex service needs, while also enjoying a more efficient overall response in terms of both timeliness and adequately addressing their concerns. 

For businesses that utilize teleservices, this means more satisfied customers — which results in better customer relationships and repeat sales.

About ReadWrite’s Editorial Process

The ReadWrite Editorial policy involves closely monitoring the tech industry for major developments, new product launches, AI breakthroughs, video game releases and other newsworthy events. Editors assign relevant stories to staff writers or freelance contributors with expertise in each particular topic area. Before publication, articles go through a rigorous round of editing for accuracy, clarity, and to ensure adherence to ReadWrite's style guidelines.

Brad Anderson
Editor

Brad is the former editor who oversaw contributed content at ReadWrite.com. He previously worked as an editor at PayPal and Crunchbase.

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