How AI is Changing the Customer Service Industry

It’s no surprise that AI (Artificial Intelligence) is really starting to make an impact in the customer service industry. How companies interact with customers is being strongly influenced by this emerging technology. Sure, the “chat bot” comes to mind immediately, but even that has taken a backseat to larger uses of AI which still involve (and improve upon) the human element.

Customers often seek out service because they have a problem and they want a person to empathize with them and make it right. Even with extremely sophisticated AI, a chat bot won’t be able to relate to a human experience, especially if it’s fueled by an emotional attachment.

So, how is AI changing the customer service industry to enable agents to make these human-to-human moments more impactful? Here are a few ways…

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