This quantum leap forward in generative AI will dramatically reduce the overhead of deploying and managing AI for customer service. It is now a reality that this technology can be used at scale across the entire customer journey, so the question is no longer “Should I use AI or not?”; it’s “When and how will I use it?”

To get a snapshot of the industry at this remarkable moment, we surveyed over 1,000 global customer service professionals to find out how they’re adapting to these changes and incorporating them into their customer service strategy. We asked them how they plan to leverage AI and automation, what opportunities they hope AI will bring, and also about their fears – great disruption can bring excitement and anxiety in equal measure, after all.

This report is full of insights drawn from our survey and packed with actionable tips that will help you unlock the power of AI and improve how you deliver customer service, creating better experiences for your customers and your team.

Read on to discover how AI and automation are shaping the future of customer service.

The opportunity ahead of us is incredible, and that future starts now.

1. INTRODUCTION - How AI is impacting customer service: The 5 trends support leaders need to know – and how to get ahead of them
2. TREND 01 - Investment in advanced AI for customer service is accelerating – and there’s a huge opportunity for early adopters
3. TREND 02 - The role of humans in customer service is evolving, not diminishing
4. TREND 03 - Efficiency is more critical than ever – and AI is the key
5. TREND 04 - AI and automation are transforming customer experience – and providing a competitive advantage
6. TREND 05 - There’s an “AI readiness gap” – CS leaders are more enthusiastic about AI than CS practitioners
7. CHECKLIST - Customer service is about to change for the better – are you ready? 4 steps to get started with AI for customer service