1、Service with a silicon smileREPORTCustomer service in the age of AIArtificial intelligence(AI)is revolutionizing customer service.AI-driven technology generates value for customers,increasing efficiency and boosting customer satisfaction.At the same time,it reduces costs for companies and optimizes

2、their operations.Hardly surprising,then,that as our major new survey of customer service executives confirms,around 95%of customer service departments have already implemented some form of AI in their operations.Yet,how companies use AI varies widely,with many only using it in simple use cases to su

3、pport human customer service agents.Asia leads the way in pioneering advanced applications of AI,particularly at the customer interface.Europe lags behind,progress currently hampered by factors such as legislative hurdles and legacy structures.As AI begins to be used for more complex cases than at p

4、resent,so the traditional role of human customer service agents will change.This switch will increase productivity and enhance process efficiency,reducing the need for human involvement in day-to-day customer service tasks such as handling customer inquiries,providing information and taking orders.A

5、t the same time,a new role for human customer service agents will emerge based on higher-level technological skills,the ability to handle more complex tasks and more advanced communication skills three skill areas that are currently in short supply on the market.Implementing AI is not always straigh

6、tforward.A number of hurdles must be overcome,from a lack of maturity in operational application and inflated management expectations to regulatory constraints.Customer service functions also need to do their homework in regard to AI,replacing their current approach focused on individual use cases w