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Automated customer service won’t go away, but it will get better. At the same time, online customer service will be automated as well, thanks to better AI and chat-bots that understand context a whole lot better than ever before.

More and more jobs will also be automated — even journalist’s work on writing the news (don’t worry, we aren’t going anywhere). We’ll also see smart devices gain from increased automation, learning your patterns and preferences without you needing to tell them and making better and more accurate suggestions and recommendations.
Here’s one interesting area to watch: fast food. 2016 saw a lot of talk of removing the human component from food service; will self-serve kiosks make an appearance in the year ahead? On top of that, automated drone delivery should also see wider-scale testing by the end of the year.
Are there negatives? Of course. We’ve heard complaints for a long time about the lack of interpersonal communication these days. And jobs may be lost as a result of the move away from humans. No doubt, the discussion surrounding how far we’ll let automation run our lives will only get louder in the New Year.

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