It’s predicted that the use of artificial intelligence (AI) in customer service will increase by 143% by late 2020. That means that AI can’t be ignored, for both consumers and businesses. The reality is, many people are still suspicious or nervous about AI and its implication for their business. But they don’t have to be.
Most companies can’t afford to have unlimited agents working 24 hours a day, seven days a week. Fortunately AI and automation can enable customer service teams to work more efficiently and focus on the customers who need the most help. But this also means that the role of a customer service agent will change.
Instead of wasting time on low level, menial tasks and information gathering, customer service agents will now have a hugely important job: building lifelong relationships with customers. AI will largely take over the tedious tasks, while agents can help solve the harder problems, nurture customer relationships and engage in proactive outreach. Check out our infographic to learn more.