Mubasher: Companies in Europe, the Middle East, and Africa (EMEA) region are currently deploying artificial intelligence (AI) technologies to develop customer service as a growing number of consumers shows high acceptance of experiences driven by AI technologies, according to a new research report from ServiceNow and Devoteam.
Under the title “The AI revolution: creating a new customer service paradigm”, the report explores how AI is revelotionising service delivery, drawing on research carried out with 770 IT professionals responsible for the customer service function in 10 EMEA countries.
Nearly 30% of the EMEA region’s organisations have introduced AI technologies to customer service, while 72% of those are already seeing benefits that include freeing up agents’ time, the report said.
Chief Innovation Officer EMEA at ServiceNow Paul Hardy, commented, “The majority of organisations are offering omnichannel experiences to customers, but many are struggling to keep up with increasing consumer demand for service across these channels.”
“According to survey respondents, providing service and support 24/7 is their number one customer service challenge. Customers are being offered multiple service channels, but they expect responses at any time of the day,” the report said.
