AI’s Role in Customer Interactions Set to Expand, Says Zendesk Report
Artificial intelligence (AI) is revolutionizing the way businesses interact with their customers, and according to a recent report by Zendesk, this transformation is set to reshape the customer experience landscape in the near future. With nearly 89 per cent of industry leaders in India acknowledging the significant impact of AI on customer interactions, it’s clear that AI is here to stay.
The report highlights that AI will not only streamline customer interactions but also lead to a restructuring of CX teams within the next three years. As Craig Flower, Chief Information Officer at Zendesk, puts it, “In the near future, AI will play a role in all customer interactions, moving us beyond traditional, manual service to more advanced, technology-driven experiences.”
What’s particularly interesting is that Indian industry leaders are more optimistic about the widespread use of AI compared to their counterparts in Singapore and Australia. With 92 per cent of Indian leaders believing that AI is fundamentally altering everything they know about CX, it’s evident that AI is seen as a game-changer in the region.
But AI’s impact goes beyond just customer interactions. The Zendesk study predicts that AI will also play a crucial role in customer management, handling initial inquiries, ensuring consistency across service platforms, and tracking performance. With a projected fivefold increase in customer service interactions by 2027, AI is expected to maintain quality service and improve efficiency.
As Vasudeva Rao Munnaluri, RVP India & SAARC at Zendesk, points out, “AI will change everything we know about CX, from the way CX organizations are structured to the roles of agents and administrators, and the way customer experiences are curated.” This shift towards more efficient, personalized, and intelligent experiences for both customers and agents is a testament to the transformative power of AI in the CX space.
In conclusion, AI is set to play a pivotal role in shaping the future of customer interactions, and businesses that embrace this technology stand to gain a competitive edge in delivering exceptional customer experiences. With AI agents capable of handling questions of any complexity and resolving 80 per cent of interactions globally, the future of CX looks bright with AI at the helm.
