AI technologies are revolutionising customer service, research shows

Companies in Europe are enhancing always-on, omnichannel customer service as more and more consumers embrace AI-driven experiences

 

Paris, France – 19th September 2018 – Companies across Europe are deploying artificial intelligence (AI) technologies to revolutionise customer service as more and more consumers show high acceptance of AI-driven experiences, reveals a new research report from ServiceNow (NYSE: NOW) and Devoteam (DVTM.PA).

The report, “The AI revolution: creating a new customer service paradigm”, explores how AI is driving a new revolution in service delivery, drawing on research* carried out with 770 IT professionals responsible for the customer service function in 10 European countries.

It reveals that nearly a third (30%) of European organisations have introduced artificial intelligence (AI) technologies to customer service and 72 per cent of those are already seeing benefits that include freeing up agents’ time, more efficient processing of high-volume tasks and providing always-on customer support.

“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,” said Paul Hardy, Chief Innovation Officer EMEA, ServiceNow. “Early adopters are reaping the benefits of using AI technologies to deal with common tasks and requests, freeing agents to shift away from a reactive role to really driving proactive, meaningful engagement.”

“Early adopters are reaping the benefits of using AI technologies to deal with common tasks and requests.


Paul Hardy
Chief Innovation Officer EMEA, ServiceNow