Here’s How Customer Service Teams Are Actually Using AI

Let’s take a moment to recognize how hard customer service teams work to keep your customers happy. That’s a big mandate even during the best of times. Today, it feels like businesses are dealing with higher ticket volumes and more customer issues than ever before. Add uncertainties to the mix—like supply chain issues, staffing shortages, and hiring freezes—and agents have a lot cut out for them. Your customers are probably seeing more friction in their experience than they need to, as well.

When we talk about AI in customer service, a lot of people immediately default to thinking about chatbots that act like humans. But that’s not the case. One of the most powerful ways businesses are using AI is by making their service teams more agile, especially when dealing with high volumes of customer requests.