AI at Your Service
Advances in technology are evolving at what feels like lightning speed. As organizations grapple with the changes brought on by 2020, many have turned to artificial intelligence to manage customer data and enforce new, more efficient processes. This is happening at both a granular, departmental level as well as across major industries and sectors.
Specifically, the customer service field is undergoing a significant transformation thanks to advanced AI functionality. In fact, according to a global study conducted by Salesforce, service teams ramped up their adoption of artificial intelligence by 32% since 2018, and their adoption of chatbots shot up by 67%.
AI’s quick ascent in the last several years means organizations have realized the true potential of this progressive technology and its benefits to both the employee experience (EX) and the customer experience (CX). But how does it really work, and how can it bring value to customer service departments in the short- and long-term? Let’s break down the three key benefits.