"I'm sorry you experienced this problem. Your feedback is greatly valued, and our customer service team will reach out to you in the next three working days."

This line will sound familiar to anyone who has had to deal with customer service, no matter what the industry, product or service that you're dealing with. It's one of the common experiences that customers go through when trying to contact a company's customer service. Unfortunately when struggling with a product or service, the last thing anyone wants to hear is an automated reply from a chatbot. However, it looks like this is an experience that customers might as well get used to, as Gartner estimates that artificial intelligence will account for 85 per cent of customer relationships by 2020.

While businesses are adopting chatbots and mobile messaging as an alternative channel for customer interaction, apps such as Uber and Airbnb have embraced in-app messaging as their primary form of customer service. Understanding their target audience makes up a large part of ensuring a good experience, but the question also remains - how can they reach out to the older generation, who are traditionally more used to communicating with an actual customer service officer? Technology as a disruptive agent has affected all walks of life, including customer service, but how have the different generations adapted?