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INFOGRAPHICS AI IN CUSTOMER SERVICE AI IS TRANSFORMING CUSTOMER SERVICE

85%

8 out of 10

of customer interactions will not

businesses will adopt AI as a

be through humans by 2020

customer service solution by 2020

Source: Gartner

Source: Oracle

28%

+300%

of organizations have already

growth of AI investment

adopted AI capabilities in their CRM

vs. previous year

Source: IDC

Source: Forrester

THE VALUE: A WIN-WIN FOR CONSUMERS AND BRANDS

REDUCE COSTS

ENHANCE CX

INCREASE AGENT PRODUCTIVITY

$68

69%

80%

cost reduction by implementing AI in CRM between 2017 and 2021

of consumers prefer chatbots for a quick interaction with brands

of executives believe that AI will improve worker performances

Source: Salesforce

Source: Drift

Source: Narrative Science

billion

AI FOR ASSISTED SERVICE AI technologies for Contact Centers empowers agents with automation tools, increased efficiency, reduced labor intensity and enhanced customer satisfaction

75%

Smart Routing & Classification Content Identification Predictive Analytics

estimated service costs reduction when automating with RPA

Smart Monitoring & Training

Source: KPMG

AI IN SELF SERVICE AI enhances self service and increases its efficiency, allowing customersto effectively solve issues by themselves

30%

Chatbots Visual Bots

estimated service cost reduction when applying conversational platforms

Conversational IVR Smart FAQ

Source: Chatbot Magazine

AI HYBRID TOOLS Hybrid solutions enable humans and machines to work together while performing ongoing learning and optimization

80%

Hybrid Chatbots Recommendation Systems

of Tier 1 support inquiries can be handled by chatbots and escalated to a human agent if necessary. Source: IBM

Decision support tools (IDSS) Visual Diagnosis and Resolution

BUT WHAT ABOUT THE REST?

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AI Transforming Customer Service  

AI technologies have successfully transformed customer care, using smart automation to provide win-win solutions for both customers and agen...

AI Transforming Customer Service  

AI technologies have successfully transformed customer care, using smart automation to provide win-win solutions for both customers and agen...

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