(Smart CustomerService) A few years ago, less than a quarter of customer interactions relied on artificial intelligence (AI). Human agents handled most interactions, which resulted in overworked staff and attendant labor issues. But times are changing and changing quickly.
In 2022, more than 70 percent of customer interactions used AI-enabled tools, like chatbots, automated emails, and virtual agents. According to IBM, business use of intelligent virtual agents (IVAs) grew by 75 percent in the past two years.
Why are so many organizations relying on AI to address customer service needs? The answer might surprise you. Today's AI goes beyond simple automation. It not only streamlines customer interactions; AI transforms how organizations interact with customers, which can positively affect employee hiring and retention.
Rebecca Jones
