At Automattic, we don’t have customer service or support, we have Happiness Engineers. 
There’s also a #ceo Slack channel where anyone can drop in and request a meeting, which my esteemed colleague Damianne President did, and this morning we had an interesting chat that set my mind racing about how we might engineer happiness in the future.
One overriding assumption: Personal agents will trounce company agents in most cases.
Your personal agent can — or soon will — know all your history, your calendar, your email, your preferences, and your photos, and it speaks your language. So much time is wasted in traditional support trying to see through the customer’s eyes, or authenticate them. That goes away, but watch your thinking! It’s so easy to fall into the mental model trap of legacy chatbots and data models.
As a company, your website, your WordPress, documentation, tutorials, menus, manuals need to be amazing and up to date. That’s the source of truth, and an agent will read all of it!
The interface and APIs remain because that’s useful to both human visitors and the agents.
Whenever possible, make support public. More blogs and bbPress. I actually weep a little when I think of how many beautiful words are written by our Happiness Engineers that are only ever seen once in a chat box or email thread.
My goal with our products is that support is radically available, and you almost never have to use it.
If you’re in a support role, I think you can pick a lane based on where you get energy.
If you love looking at screens, I think there’s a future where customer service wizards are watching over an Iron Man-like interface, armies of chat bots talking to people, where they can see how they’re going and intervene or nudge them as needed. There’s a ton of work in tuning agents and interactions.
If people recharge you, I actually think this will be the greatest era. All of the basic, mechanical stuff will be automated, but I think human connection will be what economists call a Veblen good, more in demand even as it is more expensive.
I think Happiness Engineering in the future will look a lot more like community building. A bot can’t host a meetup or a WordCamp.
I was the biggest Waymo fanboy, but this year with lots of trips to and from hospitals with Om I found myself craving human connection and used Uber more than ever. (It also gave me a chance to practice the one repeatable way that money can buy happiness, which is keeping a couple Benjamins in your back pocket and surprising people with them.)
