The "internet of things" is viewed as the next big thing
Customer service may be provided by a person (e.g., sales and service representative), or by automated means. Examples of automated means are Internet sites. An advantage with automated means is an increased ability to provide service 24-hours a day, which can, at least, be a complement to customer service by persons.[6]
However, in the Internet era, a challenge has been to maintain and/or enhance the personal experience while making use of the efficiencies of online commerce. Writing in Fast Company, entrepreneur and customer systems innovator Micah Solomon has made the point that "Online customers are literally invisible to you (and you to them), so it's easy to shortchange them emotionally. But this lack of visual and tactile presence makes it even more crucial to create a sense of personal, human-to-human connection in the online arena."[7]
Automated means can be based entirely on self service, but may also be based on service by more or less means of artificial intelligence.
Examples of customer service by artificial means are automated online assistants that can be seen as avatars on websites.[6] It can avail for enterprises to reduce their operating and training cost.[6] These are driven by chatterbots, and a major underlying technology to such systems is natural language processing.[6]