Customer experience management software will continue to evolve more sophisticated features and be applied to ever more extensive aspects of the lives of post millennials. Hacking and counter security will become standard corporate ways of conducting business.

Jorge Isidoro of Sabre Gaming Ltd. had long ago decided to be his own customer service management department. After the turn of the century, global call redirection and the automation of call centers enabled pervasive outsourcing of customer service to different cultures. Customers suffered through barely understandable 2^nd language accents until the advent of widespread real-time auto translation in voice agent software.  As APIs, such as Watson, became established, it became possible for small businesses to have an account with an automated call center in the cloud which would filter calls, read email, and scan social media, answering simple issues following pre-coded policies.

Jorge’s virtual call center AI routed tagged issues that it identified as needing personal attention directly to him. This allowed Jorge to provide much the same personal service that customers got in the heyday of brick and mortar businesses.  Of course, few of Jorge’s exclusive customers new much of him personally, that was the nature of his unadvertised security business ForkingPath.net.  But as a significant part of Jorge’s time was running teams in gamespace, he needed an auto answer avatar with a customer management system that could judge when interrupting him was the best course of action. But sometimes policy automation does not make the necessary connections.

Kiko-Lyn was not tagged as a customer.  In his database she was identified as a ground deployed team member training for his enhanced reality game competition program. The social graph data linked her to Rachael Greg personally, but not as an employee of Rachael or as a business associate.  Scanning encrypted video files with pattern recognition was a high cost feature of the automated call center that required he personally authenticate the source before his private decryption keys were applied. So, when Kiko-Lyn’s video message arrived, it was routed to storage and a non-priority notification logged for his future attention. Therefore, it was six hours before Jorge wrapped a game session with his professional competition team, ate, and got around to reviewing his messages.

Kiko-Lyn was Rachael Greg’s niece, a priority customer, so the notification of a video needing decryption rose to the top of the to-do items on his action request list. He authorizes immediate decryption using a key from his game training forum. Processing the decryption in a public provider’s cloud, the provider’s image analytics flag the content as "highest priority; crime likely in process." Before he can stop it, the commercial cloud provider’s supervisor routine has automatically sent a notification to Argentinian authorities. The separation of his public and private businesses just bit him.

I should have flagged Kiko-Lyn as a priority after that call on Rachael’s incident.  Jorge launches a countdown timer for 48 hours, a typical response time for international law enforcement reaction to automated notifications. Clicking the kid’s personality profile in the data that accompanied the call center notification, he reviews her emotional index. His software classified her as independent, headstrong, and borderline rash; but he liked the kid.  Her high training scores and relationship with Rachael kept her from being bumped from the training team, but he knew she would never become a professional gamer. He plays the video feed sent from Kiko-Lyn’s swarm that shows her captured, hooded, and drugged. “Teenagers,” he swears.

Jorge long ago cross-referenced his operations center, with its tactical management of game scenario action sequences, with the operational response scripts used in his Call-Center-as-a-Service cloud.  This was another aspect in how his above-ground business of running professional gaming teams came to be augmented by his less public security service division.  Jorge found that features of gaming helped with customer service and gaming play scenarios and game theory helped with developing and implementing customer action scripts.  Who of the many private contractors he used has the right skills, is flagged as trustworthy in peer reviews, is rated "completely discretionary" by insurance bonders, and might be available for zero lead-time deployment. So he runs the customer service agent selection software against his database of contractor security agents.  He tags "hostile environment rescue" as a necessary skill. The irony in this was not lost on Jorge.

The program displays gaining rapid entrance to Hong Kong as an equipped operative as the principle limiting criteria of the resolved search profile.  Only one operative is identified and Jorge has worked with them only once.  Jorge reviews the work file. A cyborg. Normally, he does not work with cyborgs. His regular game teams are not allowed physical enhancements except under strict game condition guidelines such as external exoskeletons with governors. But two years ago, during an infestation of "pirate" robots deployed to takeover a container ship during its passage near Somalia; he had employed a merchant marine extraction team – a rare use of mercenaries. One member of this merc team had been a moderately enhanced cyborg of Syrian-German background. The file noted this cyborg had been key in the rescue of the bridge crew. This was accomplished without injury to Jorge’s clients. Further, the operative "Yakob Ninan Panikkar" was now an independent - providing security on a merchant marine cargo ship waiting automated docking tugs in Hong Kong Harbor. He remembered that his fellow merc had jokingly called him “Ninan the Ninja”.

Ninan’s nightmares always start with bombardments. He is six and barrel bombs are falling on his suburb in Syria. His family is Christian and no one’s enemy but everyone’s target. One night they were not so lucky and Ninan became an orphan.  He was evacuated to a clinic on a NATO warship and then airlifted to a Continental hospital where the remains of his left arm and leg were taken to preserve his life. Nothing could preserve his looks from the burn scars. Luckily this happened before the great Syrian Dysphoria was shut down by nationalist politics.  He found adoptive Christian parents in Munich.