Artificial intelligence is revolutionizing customer service across multiple industries. However, both industry professionals and American consumers say it’s a mixed blessing that requires a clear integration path and reliable, easy-to-access human support. This is especially true when problems require more complex interactions to resolve.
AI is used in 70 percent of customer contact centers, according to an April report from market research firm Gitnux. Chatbots—virtual agents that simulate human conversation on the phone or online—reduced customer service call volumes by up to 30 percent. Meanwhile, 65 percent of managers at contact centers say AI has improved employee efficiency.
