Report: How is Conversational AI Impacting Customer Service?

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In the digital era, where customer service is becoming a major competitive differentiator, organizations worldwide seek to enhance their contact center operations. However, low customer satisfaction, high churn rate of human agents, lengthy call times to assist customers, and lack of 24 x 7 support are the current reality of most contact centers.

At its core, excellent customer service is about having useful and effective conversations with customers so that companies can meet their needs. A reliable and productive conversation leads to higher customer satisfaction, quicker response times, increased loyalty to brands, and reduced effort from the customer. Conversational AI is at the heart of addressing this requirement and will increasingly play a criticalrole in making that happen.
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