Business Partner | 
In The Role of AI in Customer Service report, businesses will find invaluable resources and insights gathered and crafted by CEQUENS and Martechvibe collaboratively. In this holistic guide more than 200 experts, who have a customer base of over 1,000,000 customers, share what they think about AI adoption and integration within customer service. The report offers practical perspectives and insights on how customer support teams are interacting with AI-powered tools and tackles the challenges they face in their AI adoption journey. Additionally, the report sheds light on how businesses are thinking in terms of investment in Generative AI and the best practices for ensuring seamless deployment across all industries including banking and financial services, retail, hospitality, and healthcare in the Middle East.
Key Findings in The Role of AI in Customer Service:
- A staggering 77% of respondents said they are scaling up in their AI journey, while 23% of respondents said they are an AI-transformed enterprise.
- Almost 100% of respondents said they plan to use genAI in their customer service operations.
- 70% of agents struggle with technology adoption due to lack of training.
Chapter 01:
GENAI RANKS #1
It is considered a quantum leap in the world of artificial intelligence. The excitement around genAI as the answer to all our problems is unanimous at the executive management level. Customer service is at the forefront. AI tools are not new. So far, the most widely reported adoption comes from the IT function, followed by research and product development teams. GenAI, with its particular focus on language reinforcement models, marks a moment for customer service adoption, promising exponential impact.
How are customer service leaders planning to use genAI?
- 42% plan to use AI to support human agents with real-time information and sentiment scores.
- 16% plan to use AI to create more personalised experiences.
- 27% plan to use AI to process natural language and understanding during communications.
- 15% plan to use AI to automate processes like triage in cases of medical emergency.
But customer service practitioners are still sceptical.
While customer service leaders are optimistic about the potential of generative AI (genAI), customer service executives and practitioners remain sceptical. The doubt arises from a lack of clarity about what this transformation will entail. There’s a palpable concern about job security—will genAI replace human agents, putting their jobs at risk? Unlock the rest of the chapter through accessing the full report below.
