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The Role of AI in Customer Service in the Future

AI is viewed by customer service decision makers and agents alike as a boon to the customer and a significant boost to employee experience. AI adoption may still be relatively nascent in the realm of customer service, but it is set to soar in the coming years as more & more teams turn to chatbots, text, voice analytics, and various other use cases. Use of AI by customer service teams is projected to increase by well over 100 per cent over the next 1.5 years or so. 

Since customer service is traditionally considered a cost centre by most organizations, the focus on customer improvement efforts has been inextricably linked on reducing costs. That has proved to be a critical mistake, as the resultant has left everyone unhappy. Even as customers grew increasingly sick of pressing two for reservations and four for service, service agents too got increasingly sick of answering the same questions over and over.

Increasingly, virtual agents are being used for service. These are essentially …

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