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Key Takeaways
Transformation in Customer Service: The customer service landscape is experiencing a significant transformation due to AI technologies, signalling the emergence of the "third wave" in customer support.
AI Investment Hesitation: A substantial 31% of customer service teams have yet to invest in AI capabilities, mainly due to uncertainties surrounding ROI and the early stage of AI technology.
Focus on Quality: Improving quality remains the top priority for 64% of customer service teams, underscoring a strong emphasis on delivering superior customer experiences.
Resource Constraints: Organizations show notable hesitance to commit to AI investments, often citing resource limitations and the need for alignment with key performance priorities.
Market Fragmentation: Nearly 29% of respondents are using customer support tools that fall outside the most commonly recognised solutions, indicating market fragmentation.
AI Enhancing Human Roles: ...
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