AI improves customer service efficiency, especially in India

A new report highlights the impact of generative AI (Gen AI) and agentic AI on customer service. The report indicates that these AI technologies are effective in speeding up issue resolution, lowering operational costs, and increasing productivity among staff. According to the Capgemini Research Institute, 86% of organizations have either adopted Gen AI, started trials, or are considering its use in customer service. Indian executives show strong confidence in these AI tools. Nearly 78% believe Gen AI helps reduce the time needed to handle issues, while 67% say it cuts costs and 60% feel it boosts agent productivity. Despite advancements in AI chatbots and virtual agents, many customers still prefer speaking with human agents. Over 70% of consumers value the empathy and problem-solving skills of human representatives. Younger customers, however, are more inclined to interact with chatbots, suggesting that a mix of human and AI solutions will shape the future of customer service. Looking ahead, Indian businesses see trends emerging over the next three years. About 66% of executives believe proactive customer service will be crucial in identifying and addressing issues before they happen. Additionally, 60% think the role of customer service agents will shift towards more valuable tasks like building relationships and sales. Businesses also expect significant advantages from adopting Gen AI. About 62% anticipate quicker response times, 58% expect better resolutions on the first contact, and 56% foresee an increase in customer satisfaction. Franck Greverie from Capgemini emphasizes that outstanding customer service is now essential for retaining customers, even if the product is satisfactory.