Gartner: 3 Ways AI Benefits Customer Service Organizations

Best-in-class customer service organizations are increasingly using AI as a competitive differentiator, especially as they face economic uncertainty and rising costs.

Cost-savings are just one benefit of AI in customer service. A recent report from Gartner, 3 Ways AI Benefits Customer Service Organizations,* explains how customer service organizations can use AI to move beyond cutting costs to adding value. For example, AI’s predictive insights could be used to recommend the next best action (NBA) for a support agent.

The report outlines use cases for customer service, IT, and technical leaders who are considering adopting AI to enhance the customer experience and increase customer lifetime value (CLV).

In this report, you’ll find:

• An analysis of three common applications of AI for customer service
• Use cases for customer service AI that allow organizations to move beyond cutting costs to generating value
• Recommendations for customer service, IT, and technical leaders seeking to use AI to improve customer service and self-service

*Gartner, 3 Ways AI Benefits Customer Service Organizations, Bern Elliot and Emily Potosky, 3 November 2021.