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Artificial intelligence (AI) is poised to revolutionize customer experience (CX), with 89% of Indian industry leaders affirming its impact, according to a Zendesk report. The study indicates that AI's efficiency will lead to downsizing, allowing companies to operate with smaller teams. A restructuring of CX teams is anticipated within the next three years as AI becomes integral to all customer interactions.
The report reveals that 83% of CX leaders in India are optimistic about AI's potential, significantly higher than their counterparts in Singapore and Australia. AI is expected to enhance the personalization and efficiency of customer interactions, shifting human agents to more complex tasks while AI handles routine inquiries. This transformation could result in AI resolving up to 80% of global customer interactions by 2027.
• 89% of Indian leaders believe AI will transform customer experience.
• AI expected to handle 80% of customer interactions by 2027.
The report emphasizes that AI will fundamentally change how CX is structured and delivered.
AI is projected to play a crucial role in automating customer interactions and improving service efficiency.
Zendesk operates as a SaaS company, providing tools that leverage AI for customer service.
Zendesk's report highlights the transformative potential of AI in enhancing customer experience.
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