Customer service is always a human-to-human interaction in which we want and demand a personal touch, empathy, and help. Where we currently lack the technical abilities to provide such experiences, often across distance, further technological advances in AR and VR can and should be used to provide solutions allowing for better consumer experiences.
Today, enterprises are moving toward a clean SOA and embracing the concept of an MSA within a SOA. Possibly the biggest draws are the componentization and single function offered by these microservices that make it possible to deploy the component rapidly as well as scale it as needed. It isn’t a novel concept though.