The customer experience landscape is evolving rapidly, and the most significant catalyst in this revolution has been the introduction of artificial intelligence. Reflecting on the disruption AI brought in 2023, it’s clear that AI technologies such as ChatGPT and Midjourney have brought their own set of successes and challenges to the customer service sector.
The integration of AI in CX processes is inevitable. Still, today's organizations ask one puzzling question: how do we ethically integrate AI into our business processes that both automate them and do not cause us to lose the human touch?
How AI Is Changing the Face of Customer Service
In recent years, the role of artificial intelligence in customer service has grown exponentially and changed how businesses interact with their clients.
According to PwC’s Global Artificial Intelligence study, AI could contribute up to $15.7 trillion to the global economy by 2030. Here are some of the ways AI integration is changing the face of customer service:
Automated Routine Tasks
One of AI's biggest strengths is how it automates routine tasks. Chatbots, powered by AI, can handle basic customer queries, provide instant responses, and perform everyday tasks, allowing human agents to focus on more complex and nuanced aspects of customer interactions.
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