The medium- to long-term impact of AI on customer service will change the relationship between consumers and businesses. Gartner predicts [1] that by 2025, 80% of customer service and technical service organizations will use generative AI technology in some form to improve agent productivity and customer experience (CX). To reinforce this prediction, this Capterra study reports that more than half of customer service teams are already using software with AI-powered features today.
Does this mean that AI will eventually replace
Additionally, this study reveals that customer service professionals in Mexico believe that, on average, 56% of customer service queries will be handled by AI a uae whatsapp number data lone (instead of human agents) in the next five years.
Companies that want to implement or are implementing AI technology in their customer service tools face different challenges, for example, understanding which functions to implement it in, what AI should do and what a human should do, and how to communicate this and maintain customer trust.
This article reports the results of a study on artificial intelligence in customer service in order to provide companies with key insights on the benefits, challenges, and considerations to consider when creating an effective customer service team that combines humans with AI-powered software.
For this study, Capterra conducted an online survey of 184 custo how much more can you earn by selling on marketplaces other than amazon? mer service professionals in Mexico during the month of May 2024*. See the full methodology at the end of the article.
Main results
60% of customer service professionals believe AI outperforms humans in conversations across multiple languages.
55% of customer service teams already use software with AI-pow powder data ered features.
81% of AI customer service software users say that productivity has increased thanks to this technology.
46% of customer service professionals believe the top challenge of adopting AI-powered customer service software is maintaining customer trust.
It’s not AI versus humans, it’s AI teaming up with humans
The preferred customer service contact methods for consumers in Mexico are phone calls and chat with a live agent . Both involve real-time interaction, which can currently be via a person or via AI-powered technology.