AI in customer service 2022: What CS professionals really think

“Modern consumers demand seamless and instantaneous communication across any channel, at any time, and most companies can’t afford to have unlimited agents working 24/7 to meet these demands. However, artificial intelligence can enable support teams to work more efficiently and effectively,” according to one of Dialpad’s integration partners, Kustomer.

Gabe Larson, VP of Marketing at Kustomer, adds that, “Glovo, a leading global on-demand delivery platform, uses intelligent automation to route inbound conversations based on native language, contact type, and lifetime order value, ensuring the right agent is always assigned and improving service level attainment by 20%.”

“At Zoho, AI is a technology that benefits every stakeholder in the customer journey. For example, it can assign conversations based on success rate, recommend how to apply a policy to a customer’s situation, and alert employees when there is an anomaly. These applications have saved effort for service staff and allowed them to help more customers. AI has also improved the reaction time for leaders and enabled them to catch anomalies and bottlenecks quickly.”

“AI actually goes far beyond chatbots,” says Zeus Kerravala, Founder and Principal Analyst of ZK Research. “It can help agents field conversations from all communication channels, automatically find answers from different data sources, and really maximize the value that contact centers provide to customers. Conversational AI will be a key driver of growth in the contact center transformation from cost centers to profit centers.”