Brands are combining automated tools and technologies with human-centered approaches to deliver best-in-class customer service and support. Brands use automated technologies and Artificial Intelligence (AI) throughout the customer journey. From personalized product recommendations for undecided shoppers to auto-generated emails for cart abandoners. But some critical touchpoints in the customer journey – namely customer service and support – are still delivered predominantly by humans. While almost two-thirds (64%) of businesses are already using AI to deliver customer support, this is likely to be largely through simple chatbots that are only able to deal with a limited set of basic, high frequency questions and complaints.Over the next few years, we expect to see a step change in the world of customer service, driven by advances in AI technology and the deployment of next-generation digital assistants across the customer journey.
Artificial Intelligence (AI)