There’s no doubt AI customer service tools have transformed the capabilities of customer service, especially in consumer-focused companies. These days, customers want to find that answer they are looking for quickly with a satisfactory resolution to their issue — not be on hold forever.
In order to keep pace with the market and stay ahead of competition, the vast majority of businesses have installed AI customer service tools in one or more service channels.
A recent survey by Gartner found that 54% of respondents are using some form of chatbot or other conversational AI platform for customer-facing applications. The prediction is that chatbots will become the primary channel in customer service before the decade is out.
