Generative AI and Agentic AI Set to Transform Customer Service and Enhance Business Value
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Synopsis
A recent report reveals that generative AI and agentic AI are transforming customer service, making it a key driver for brand reputation and operational efficiency, with businesses in India leading the charge in AI adoption.
Key Takeaways
- 86% of organizations have begun using or exploring Gen AI.
- AI solutions are reducing issue resolution times and costs.
- Over 70% of consumers prefer human agents.
- Future trends include proactive customer service and evolving agent roles.
- Companies expect 62% quicker response times with Gen AI.
New Delhi, March 17 (NationPress) The emergence of generative AI (Gen AI) and agentic AI is prompting organizations to reimagine their customer service teams as vital contributors to brand reputation, customer loyalty, and operational efficiency, according to a recent report released on Monday.
As customer service evolves beyond merely a support function, businesses in India and worldwide are swiftly integrating AI-driven customer service solutions.
A study by the Capgemini Research Institute revealed that 86 percent of companies have either deployed Gen AI, begun pilot programs, or are exploring its potential.
The findings suggest that AI-enhanced customer service solutions are effective in decreasing issue resolution times, lowering operational expenses, and increasing agent productivity.
Approximately 78 percent of Indian executives surveyed believe that implementing Gen AI in customer service minimizes issue handling time, in contrast to 62 percent of their global peers.
Furthermore, 67 percent of Indian executives report that AI aids in reducing operating costs, while 60 percent feel it boosts agent productivity.
These statistics underscore the escalating trust in AI as a revolutionary force in customer service operations.
Nonetheless, despite the advancements in AI-driven chatbots and virtual agents, customers still appreciate human interaction.
Over 70 percent of consumers favor human agents for their empathy and innovative problem-solving skills, although younger demographics are more receptive to engaging with chatbots.
This indicates that the future of customer service will involve a harmonious blend of both human and AI-powered solutions, providing speed alongside personalized service.
Looking forward, Indian businesses anticipate critical trends that will influence customer service over the next three years. About 66 percent of executives surveyed believe that proactive customer service, which identifies and resolves potential issues beforehand, will be transformative.
In a similar vein, 60 percent expect the responsibilities of customer service agents to evolve from routine tasks to more value-oriented roles, such as relationship management and sales.
Indian companies predict considerable advantages from adopting Gen AI. Around 62 percent expect quicker response times, 58 percent anticipate enhanced first-contact resolution rates, and 56 percent believe AI will improve customer satisfaction.
“With over half of consumers willing to abandon a brand due to inadequate customer service, even if their purchase is satisfactory, business leaders are increasingly aware that exceptional customer service is essential and not just a luxury,” stated Franck Greverie, Chief Portfolio & Technology Officer at Capgemini.
