When human agents and AI join forces, they form a powerful CX team—one that builds on their strengths, while minimizing their weaknesses.
For many support teams, AI is already handling the majority of customer requests for issues like password resets, refunds, or order tracking. For more difficult questions, AI can route customers to the right agent with all the information needed to provide quick and personalized assistance.Change may be here, but there’s much more yet to come. In just five years, we believe that AI will guide each and every customer touchpoint.
—a massive sum but understandable when you think of the sheer number of industries that stand to benefit.63% agree that having access to AI would help them find information more quickly60% agree that it would help to reduce the amount of customer interactions they have For repeat customers, AI can also provide a detailed order history so that the agent can get a better sense of what they have liked in the past. In every case, it’s a win for more personalized and efficient service.As we head down a path toward fully automating the majority of customer engagements, agents' roles will inevitably shift. This doesn’t mean that agent jobs will disappear. To be successful, AI will require supervision, fine-tuning, and careful monitoring.
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