The Top 8 AI Trends in Customer Service for CX Leaders

A recent study by Gartner expects customer satisfaction and revenue to grow by 25% for organizations that use AI. For this reason, it is essential for CX leaders to stay up-to-date on the latest AI trends so that they can make informed decisions about how to use AI to improve the customer experience.?

Here are the top 8 AI trends in customer service for CX leaders:

1. Chatbots and virtual assistants

Chatbots and virtual assistants are becoming increasingly popular in customer service. By 2024, it is predicted the global market for chatbot technology will reach 1.3 billion , and that 75-90% of queries will be handled by bots. They can be used to automate tasks, answer questions, and provide support 24/7. As chatbots and virtual assistants become more sophisticated, they will be able to handle more complex tasks and provide a more personalized experience.

For example, Bank of America leverages chatbot technology that? helps customers with a variety of tasks, such as checking account balances, transferring funds, and making payments. The chatbot is also able to learn about the customer's preferences over time and provide more personalized recommendations.

Key benefits include:

• 24/7 availability
• Quick response times
• Scalability
• Task automation
• Self-service options

It’s important to mention that chatbots and virtual assistants are not without their challenges. They can be difficult to create and maintain, and they can sometimes provide inaccurate or unhelpful information. CX leaders need to carefully consider the pros and cons of using chatbots and virtual assistants before deploying them in their customer service operations.

Continue here to unlock the remaining 7 trends to keep you up to speed as the industry shifts to AI Everything: