The report states that the most common business function for AI usage is related to service operations. McKinsey’s global survey on The State of AI in 2021 indicates that AI adoption is continuing to increase with 56% of respondents reporting AI adoption in at least one function, up from 50% in 2020. The Rise of AI in Customer ServiceĪpplications based on AI are already visible in healthcare diagnostics, transportation, entertainment and education, to name but a few, and the customer service industry in particular has recognized AI technologies as having almost unlimited potential to meet consumers’ growing demand for better customer experience (CX), lower costs and decreased reliance on contact center agents. It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers. Computer Vision AI for Object/Issue RecognitionĪrtificial intelligence (AI) – the science that deals with the creation of human-like learning and reasoning capabilities – has been catapulted into the spotlight in recent years.AI-Enabled Customer Service Technologies: Front & Back-End.

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