According to a recent survey by TaskUs, over 75% of businesses are implementing or planning to leverage generative AI (Gen AI) to transform customer service and operations. This move aims to streamline CX by boosting agent-assist capabilities, enhancing content development, and providing faster customer insights.

In addition, Gen AI is utilised to create smarter knowledge bases, analyse customer feedback, and optimise the agent lifecycle to fulfill the increased demand for faster, more tailored interactions across many touchpoints.

“Implementing Gen AI successfully requires human expertise to identify where AI’s capabilities align with business goals. The data reveals that this balanced approach enables our clients to deploy innovative AI tools with precision, transforming customer service centers into true engines for business growth,” said Bryce Maddock, CEO, TaskUs.

Customers benefit from faster response times, precise solutions, and personalised service through their preferred channels. Whether they’re leveraging self-service tools or receiving personalised product recommendations, customers expect seamless experiences.

With the spread of Gen AI, many traditional customer service jobs are changing. According to the survey, 75% of company leaders believe Gen AI will create new professions, such as AI Trainers and Customer Insight Analysts, while automating some of the more monotonous duties handled by human agents.

For clients, this means a smoother connection with personnel who are assisted by AI to provide better, faster answers. Still, for other, more complicated interactions that require human touch, AI is simply seen as a complement rather than a replacement.

Regardless of the potential, there are still many difficulties. Lack of experienced workers for system maintenance, data quality challenges, and regulatory concerns have hindered deployment in some areas.

The level of satisfaction with Gen AI varies geographically, with organisations in EMEA and the Americas reporting higher ROI than those in APAC, where resource constraints and fragmented deployment have hampered results. Specialising in Gen AI-driven CX solutions benefits clients by providing more seamless and improved customer experiences, ensuring that their needs are handled swiftly and efficiently.

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