Summary
Companies are increasingly using AI in customer service, with some predicting it might reduce the need for human-run call centers. AI systems might handle common issues autonomously, but businesses face challenges like high costs and the need for well-organized information. Despite AI's potential, not all current AI chatbot projects meet expectations.
Key Facts
- AI could reduce the need for human call centers, especially in Asia.
- By 2029, AI might resolve 80% of common customer service issues, according to predictions.
- AI "agents" are advanced systems that could enhance current rule-based chatbots.
- An investment of £57 million is being made by the parcel delivery company Evri to improve its AI service.
- Some companies struggle with AI chatbots, exemplified by DPD's need to disable a problematic AI.
- 85% of customer service leaders are trying out AI chatbots, but only 20% of projects meet the expected outcomes.
- AI implementation in customer service is costly and requires well-organized data for effective use.
- Training data is essential for businesses planning to replace human staff with AI systems.
