AI IS ALREADY TRANSFORMING HOW WE ENGAGE WITH CUSTOMERS...[ AI ] IS... A POWERFUL FORCE DRIVING SMARTER, MORE RESPONSIVE CUSTOMER SERVICE.
ARTIFICIAL INTELLIGENCE
BY DINA VANCE, ULYSSES LEARNING
ILLUSTRATION PROVIDED BY ADOBE STOCK
THE AI-HUMAN BALANCING ACT REIMAGINING THE CX WITH BEST PRACTICES.
We live in an era where the customer experience( CX) is being fundamentally reshaped by rapid advances in technology. Across industries, companies are investing heavily in AI, automation, chatbots, and data analytics. The goals are clear: reduce friction, accelerate service, and deliver highly personalized experiences at scale. And it’ s working; AI is already transforming how we engage with customers in meaningful ways. The data speaks for itself:
· 91 % of businesses with AI in contact center support units are satisfied with the effects( Source: 8x8 by way of Master of Code Global). Moreover, 56 % of teams feel more optimistic about the technology enhancing their success compared to last year( Source: Intercom by way of Master of Code Global).
· 75 % of agents say AI tools are improving their workload and making their workdays more positive( Source: Freshworks).
· Sentiment analysis can now identify at-risk customers with up to 85 % accuracy, enabling proactive support( Source:“ Sentiment Analysis to Detect Churn Signals” by Umair Ejaz and Matthew Gimah, by way of ResearchGate).
· In 2025, AI-powered chatbots now resolve 65 % of customer inquiries without human intervention, a jump from 52 % in 2023( Source: LiveChatAI).
14 CONTACT CENTER PIPELINE
AI IS ALREADY TRANSFORMING HOW WE ENGAGE WITH CUSTOMERS...[ AI ] IS... A POWERFUL FORCE DRIVING SMARTER, MORE RESPONSIVE CUSTOMER SERVICE.