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Based on Zendesk’s “Future of AI-powered CX” report, customer service will likely get leaner, faster, and better. Automation and AI will be very important for streamlining processes, making situations more personal, and dealing with more customer interactions. As AI streamlines processes and guarantees top-notch service, this change is likely to lead to smaller customer experience teams. In fact, 64% of industry experts expect them to shrink. The study asked 1,300 customer experience leaders from the USA, Australia, Brazil, India, Mexico, Singapore, Spain, and the UK to fill out a survey.
AI is supposed to be at the center of every contact with a customer. It will also keep an eye on how well both human and AI workers do their jobs to make sure that customers get great service. Executives think that AI will handle 80% of contacts. This will free up human agents to work on more difficult tasks while Automation and AI uses data to customize and improve the customer experience.
How the Customer Experience Has Changed
Source: Depositphotos
As key guardians of business processes, administrators are facing a big change. They will depend more and more on AI co-pilots and smart tools to handle automated contacts and make AI-based improvements. As part of their daily tasks, managers will check the quality of agent interactions in real time, improve automation, predict staffing needs, and put AI-suggested workflows into action.
To improve team performance, they need to learn how to use “No/Low Code” tools for automation, make choices based on data, and make sure that humans and AI share the work so that customers are satisfied. This change will give managers the tools they need to make strategic progress and make sure processes run smoothly.
AI will have a big effect on customer experience teams, changing the jobs of agents, administrators, and managers by putting more stress on specialized skills. The people who work in customer service will get more professional tasks to do:
- They will learn more about technological skills and get better at using AI
- Soft skills will get better, and in a unified setting, work will get done faster
- They will learn more specialized things that are deeper
Customer service reps will need to be able to use AI tools, solve complex problems, and keep learning in order to give better customer experiences and boost their output and service quality.
Leaders push for AI integration
Leaders of the customer experience will learn a lot about which ideas really work for customers. They will use AI and real-time data to make the customer experience better and work together across teams to keep customers safe. Insights from AI will help them come up with new ideas quickly.
They will use AI strategically, make better choices, and be able to guide their teams through a world where technology is always changing and customers’ habits are always changing. As the business world changes, it will be important to keep up with the fast progress in AI technology. To be successful in the long term, you need to be flexible and ready for changes in how customers experience you in the future.
