This white paper explores how artificial intelligence (AI) is transforming customer service in organisations, making it possible to provide enhanced customer experiences through self-service channels. AI and automation are taking over traditional digital transformation strategies by improving both customer satisfaction and agent experiences. With the use of chatbots and virtual agents powered by conversational AI, customers can access self-service capabilities that are user-friendly and can be used across digital, web, and voice channels. In addition, agents can leverage these powerful capabilities to improve their own productivity, making each customer interaction a much more pleasant experience.
In this paper, Blair Pleasant, president and principal analyst at COMMfusion, a noted market research firm that focuses on customer experience, predicts that an estimated 18 to 23 percent of all customer service requests will be handled through conversational AI by the end of 2023, growing up to 28 percent by the end of 2024.
Download the white paper to learn how AI and automation are transforming customer service and explore use cases that can help your organisation get started.