Artificial intelligence revolutionizes customer service

[nusratjahan]

Across Europe, consumers are increasingly embracing artificial intelligence (AI) experiences, and companies are implementing technologies that revolutionize customer service and follow AI logic. This data emerges from the latest research by ServiceNow® , the Enterprise System of Action , which enables companies to work at the speed of light, conducted in collaboration with Devoteam .

The study, entitled “The AI ​​revolution: creating a new buy bulk sms service customer service paradigm” , involved 770 IT professionals in Europe, responsible for customer service functions , in 10 countries and discovered that 30% of European companies have already introduced artificial intelligence technologies in customer services and that 72% are already seeing benefits, such as freeing up operators’ time, more efficient processes in managing high volumes of requests and always-on service.

According to the research, the biggest challenge is providing 24/7 service . Customers may use multiple service channels, but they expect support at any time, and this highlights the limitations of companies:

50% of companies fail to respond to requests 24/7
40% of companies say they are struggling to meet rising expectations
37% struggle to answer repetitive questions efficiently