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Will AI mean the end of call centres?
Ask ChatGPT whether AI will replace humans in the customer service industry, and it will offer a diplomatic answer, the summary of which is "they will work side by side".
Last year, the chief executive of Indian technology firm Tata Consultancy Services, K Krithivasan, told the Financial Times that AI may soon mean that there is "minimal need" for call centres in Asia.
Meanwhile, AI will autonomously resolve 80% of common customer service issues by 2029, predicts business and technology research firm Gartner.
There is currently a lot of hype around "AI agents". That is the term given to AI systems that can operate more autonomously and make decisions.
Even when automated, CX requires a human touch
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Done right, AI agents can make the total customer experience feel more human, says CEO of agentic AI automation platform Laivly.
As generative AI becomes more firmly entangled with each step in the customer journey, and we get more data on how customers feel about that, a new theme has emerged among vendors and analysts: the importance of empathy as part of the customer experience.
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From reactive to resolution: How agentic AI is redefining Customer and Employee Experience
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