Industry Leaders in India Anticipate Unprecedented Overhaul in Customer Experience Driven by AI: Zendesk Report

The future of customer experience (CX) in India is set to undergo a significant transformation, thanks to the advancements in artificial intelligence (AI). According to a recent report by Zendesk, nearly 89% of industry leaders in India are anticipating a revolutionary change in CX, driven primarily by AI technology.

One of the key predictions from the report is the downsizing of CX teams, with 73% of leaders foreseeing a shift towards smaller teams due to the efficiency of AI. This evolution is expected to revolutionize customer interactions, moving beyond traditional manual services to more advanced, technology-driven experiences.

Craig Flower, Chief Information Officer at Zendesk, emphasized the role of AI in shaping the future of customer interactions, stating that AI will play a crucial role in all customer interactions, leading to more personalized and intelligent experiences for both customers and agents.

The report, based on a global survey conducted by Zendesk, gathered insights from over 1,300 senior CX leaders across various countries. In India, 83% of CX leaders are optimistic about the widespread use of AI, predicting that all customer interaction channels will be AI-powered within the next three years.

Vasudeva Rao Munnaluri, RVP India & SAARC at Zendesk, highlighted the transformative impact of AI on CX organizations, stating that AI will change the way CX organizations are structured, the roles of agents and admins, and the way customer experiences are curated. This shift is expected to lead to more efficient, personalized, and intelligent experiences for both customers and agents.

AI’s role will extend to handling initial customer inquiries, ensuring consistency across service platforms, and tracking the performance of both human and AI agents. With AI projected to resolve 80% of interactions globally, human agents will focus on more complex tasks, while AI uses data to tailor and improve customer experiences.

The report also predicts a fivefold increase in customer service interactions by 2027, with 92% of leaders confident in AI’s ability to maintain quality service. This shift is expected to streamline operations, enhance decision-making, and boost market competitiveness, enabling businesses to scale effectively as customer interactions increase.

In conclusion, the future of CX in India is poised for a significant overhaul, driven by the transformative power of AI. As businesses embrace AI technology, they can expect to deliver more personalized, efficient, and intelligent customer experiences, ultimately enhancing their competitiveness in the market.