1.If, in fact, the Internet can provide many more ways that devices can communicate with each other, what are some implications for customer service? 2. What kinds of new expectations might customers hold regarding online repairs, adjustments, and new features? 3. Describe how such “futuristic” online services might possibly affect organization you work in or are familiar with. The Future of the Internet

Advances in the Internet will simplify and redefine the human element in customer service. A central aspect of the Internet that is changing the face of support will be the implementation of the Internet of Things (IoT). The Internet of Things is a system of interconnected computing devices that simplifies the support process. In the past, you had to explain your problem to a customer service representative, and they would try to fix it (Robert, 2019). For example, a future IoT device connected to a TV will forward data from the TV to the manufacturer’s support center so that a customer service representative can resolve the issue. IoT devices will also predict problems with TVs and plan repairs without the intervention of the owner to contact a customer service representative (Robert, 2019). IoT systems will also use chatbots or online knowledge to solve problems so that customers can query problems and find solutions.

Customers initially expected the online base to automatically answer their questions and facilitate repairs and adjustments through e-service. This allows customers to diagnose problems and get information on how to fix them themselves. They will also expect fast and accurate electronic services (Juneja, 2020). Finally, new features driving e-services include personalized services, traffic monitoring, website uptime, easy navigation,

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