Telecom & Technology Consulting
Most of us have experienced frustration with customer service. Most company executives probably feel the same way. But as with many aspects of operations, Artificial intelligence (AI) is here to make improvements.
According to estimates, during 2025, approximately 80% of customer service and support operations will include some level of AI to boost efficiency, improve the consumer experience, and foster more upselling opportunities. Yet tech leaders aren’t naïve: they understand that although AI has great potential to enhance customer service, measurable success depends on strategic planning that focuses on employee efficiency and customer satisfaction.
This prioritization is critical. Because if organizations instead view AI simply as a means to reduce the costs of doing business, they can end up actually making things worse: more unhappy customers, more employee turnover, more money spent. For AI implementation to deliver real gains, you must use the technology to expand employee capabilities while maintaining the human element.
AI can also be used to position customer service as a strategic advantage rather than it being a cost center. In fact, many enterprises are employing data-driven strategies to transform customer interactions into upsell opportunities. To do so requires a new perspective about customer service. Rather than seeing it as a stand-alone department, consider dissolving organizational silos and creating a collaborative spirit across all departments.
Part of this new customer service perspective includes shifting the implementation strategy. Think of it as onboarding new employees rather than implementing a new technology. At the same time, be clear about your goals, which can be achieved via training and ongoing evaluation – this ensures that AI boosts the human element of customer service. Ultimately, AI can improve worker productivity and efficiency without sacrificing the quality of customer interaction.
As we all know, customer service isn’t always about resolving issues – it can be vital to ensure successful crisis management. Here, AI can perform time-sensitive and responsive customer interactions, and even do so in an empathetic manner. You will also be able to conduct seamless transitions between the AI agent and human reps.
Customization is also available to meet the specific needs of various demographic groups. For example, younger customers tend to prefer chat-based communication over email, as they demand immediate responses. AI adapts to this audience with real-time answers.
AI-driven customer service also allows you to scale operations without compromising personalization. This is a key benefit for call centers with limited staff, as you can provide ongoing service without putting added pressure on your staff.
Customer service has always been critical for the brand, with consumer satisfaction being a key component of loyalty. AI fosters that goal, enhancing staff efficiency by allowing organizations to provide quicker, more customized support. This is why leaders must keep their eyes on the true rationale for AI: When viewing the tech as merely a cost-cutting strategy, customers feel as if they’re just a number, leading to dissatisfaction, and perhaps most importantly, forcing employees to step in and resolve issues that the AI system was meant to handle in the first place.
AI and customer service personnel don’t have to be an either/or proposition. Instead, when used to complement each other, you can have the best of both worlds, and in the process, deliver the exceptional customer experiences that both consumers and company leaders expect.
