You should always be aware of the upcoming trends in the market. Knowing these trends can help you offer better customer service. Let’s discuss two of the current top trends that businesses are adopting, or planning to adopt: AI to enhance customer interactions: Research found that 53% of small and midsize businesses are using or planning to use artificial intelligence (AI) by 2021-22; 39% believe that AI is critical to their business. For instance, a chatbot can gather customer data, understand the needs of the customer, and direct them to a live agent. An agent can then continue the chat and co-browse with the customer in real time to guide them through the issue. This avoids customers having to repeat their questions and re-explaining the problem to every agent that they get assigned. Data-driven chats to personalize communication: Businesses could merge data analytics with live chat for more personalized communication with customers. They can send proactive chats with information about preferences, most searched products, trends, etc., to get a customer’s attention and increase engagement with the brand. By 2030, analytics data will inform nearly all decision making, while Gartner predicts that more than 40% of all data and analytics projects will relate to an aspect of customer experience by 2021.