At present, there are three trends in the calling industry. First, it is fully automated, allowing robots to replace manual work and solve problems such as customer consultation. However, the current speech recognition and semantic recognition technologies are not perfect enough to be competent as customer service at present. Perhaps in the next decade or so, robots will replace about 8% of manual seats based on large databases.

Second, the all-media integration service promotes the status of the calling industry to the profit department, and improves the efficiency of customer service in handling customer inquiries by integrating various customer consultation channels, but it does not change the plight of the calling industry as a service department or even a cost center;

the third is to change the existing production relationship between people and enterprises, so that the customer service as a freelancer can serve enterprises, thereby improving production efficiency and reducing costs. At this stage, this approach is most suitable for the needs of enterprises, and it is worth choosing for all calling industries in ten years. After all, it makes the call center no longer have the cost pressure of venues and large equipment, and the call center has successfully completed the cloud, and the call cloud is working hard in this direction.