AI will enable companies to answer more questions more effectively, anticipate and act on customer needs :

[nusratjahan]

59% of companies want to expand the range of questions supported by VCA and chatbots
47% say AI will enable customer service operations to become more efficient
37% believe AI can be used to provide a higher level of service
The adoption of AI technologies will increase, but this will serve to augment the ability of human operators to provide “wow” experiences to customers:

37% of companies say AI can help them deliver a higher shop level of service without decreasing employment
29% of companies are aware that to use AI tools they need to organize training courses for customer service managers
“Most companies offer an omnichannel experience to customers, but many struggle to manage the ever-increasing demands ,” said Rodolfo Falcone, AVP Mediterranean ServiceNow. “Early adopters are reaping the benefits of using AI technologies to fulfill common requests and tasks, enabling agents to shift from a reactive role to a more proactive and meaningful engagement.”