Artificial intelligence: Friend or foe of customer service?

Applications and devices that are enabled for artificial intelligence (AI) increasingly think and act more like humans. This gives AI huge potential to make customer service more effective by streamlining case management and other predictable tasks. But all the noise about AI can be overwhelming.

This CustomerThink paper outlines key findings, predictions and guidance from analysts and industry leaders about the use of AI in the customer service market, including:

• Why loyalty-based customer experiences are as important as increased efficiency
• How to ensure that efficiency gains don’t undermine customer experience objectives
• How blended AI eases the shift of work from AI to humans and back, as customers require
• Five tactical steps to properly implement your AI customer experience strategy

Get the in-depth analyst view from the latest paper by CustomerThink, Artificial intelligence: Friend or foe of customer service?