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Diving brief:
- The agency AI should manage more than two thirds of all customer service interactions with technology suppliers by 2028, Cisco Screened in a report published Tuesday. Cisco questioned nearly 8,000 commercial and technical decision -makers in 30 countries.
- A large majority of respondents – 93% – believe that the agent will render customer service more personalized, proactive and predictive. Nearly 9 out of 10 say that agency experiences led by AI will help their organizations achieve their objectives.
- “The agentic AI reaching a new level of maturity, we are closer than ever to resolve some of the most persistent customer points in business environments,” said Liz Centoni, Executive Vice-President and Director of Customer Experience at Cisco, in a prepared declaration.
Diving insight:
Business leaders are optimistic about the potential of AI, but they do not lose sight of the importance of human connection.
Nearly 9 out of 10 respondents believe that agency AI must be combined with human empathy and connection to optimize customer experience. Three -quarters believe that agentics as it is currently is unable to recreate human empathy.
Companies have very high hopes for AI, but there is also low confidence, according to Jean-François Damais, director of global research in Ipsos.
Commercial and technological decision -makers expect agenic AI to manage more than half – 56% – customer interactions over the next year.
But customers are skeptical and concerned about the impact that AI will have on their experiences. Three -quarters of customers worldwide think that customer service becomes too impersonal and too automated, according to a 2024 Study of Ipsos global trends.
Another Ipsos survey Released earlier this month revealed that 2 in 5 global consumers believe that companies will be the greatest benefactor in AI. Only 14% think that customers will benefit the most.
The transparency and the implementation of the customer are essential to deploy AI, according to Damais.
“An involvement for companies will be that they must really be clear about the advantages that AI will offer, and they must think about what AI will provide customer services,” said Damais. “Will AI really improve the experience, or is it just a way to reduce costs or seem modern in its delivery, because everyone talks about AI and everyone wants to implement AI processes?”