Artificial intelligence is revolutionizing customer service

Artificial intelligence is revolutionizing several industries, and more and more companies are investing in new AI-based tools. Devoteam and ServiceNow released a new study titled «The AI ​​Revolution: Creating a New Customer Service Paradigm» Emphasize the impact of these technologies on customer service. -information chart

72% of companies that use artificial intelligence to improve customer service see benefits As shown below. In an era when consumers are increasingly accepting automated customer experiences, this new study by Devoteam and ServiceNow analyzes the revolution brought about by artificial intelligence (AI) in service delivery. The survey was conducted among 770 IT professionals responsible for customer service in ten European countries (including France, the United Kingdom, Germany, and Spain).

This study shows that nearly one-third (30%) of European companies (38% of French companies) have implemented AI technology to serve customers, and 72% of them have already seen benefits. , In particular, it can save staff time, handle large tasks more efficiently, and even provide support at any time.

Bruno Buffenoir, Managing Director of ServiceNow France emphasized: “Most companies provide customers with an omni-channel experience, but many companies are trying to keep up with the growth of consumer demand for services on these different channels.”

“Pioneers are reaping the benefits of using artificial intelligence technology to cope with common tasks and needs, which allows their agents to react rather than actively participate.”

European customer service departments strive to keep up with consumer demand. According to survey participants, providing 24/7 support is the number one challenge for their customer service. Provide customers with multiple channels, but hope to receive answers around the clock, which brings some challenges to the company:

• 50% of French and European companies cannot respond to customer requests 24/7;
• 40% of French and European companies admit that it is difficult to meet the growing expectations of customer service;
• 47% of French companies find it difficult to answer repetitive questions effectively (the average of European companies is 37%).

Artificial intelligence can reshape customer engagement. In addition to handling more requests more efficiently, artificial intelligence will also enable companies to predict and act on customer needs. French companies are most determined in this area:

• 66% of French companies (compared to 59% of European companies) want to expand the scope of requests handled by virtual assistants and chatbots;
• 54% of French companies (47% of the European average) believe that artificial intelligence will improve customer service efficiency;
• 48% of French companies (37% in Europe) believe that AI can be used to improve the quality of customer service.