A recent report by Zendesk reveals that artificial intelligence (AI) is poised to revolutionize customer experience (CX), with nearly 89% of industry leaders in India anticipating significant changes. According to the study, this AI-driven transformation will likely lead to downsizing, as increased efficiency will enable companies to manage operations with smaller teams. Industry experts predict a potential restructuring of CX teams within the next three years.
“AI will soon play a role in all customer interactions, transitioning us from traditional, manual service to more advanced, technology-driven experiences,” said Craig Flower, Chief Information Officer at Zendesk.
The report highlights that 83% of CX leaders in India are optimistic about the widespread adoption of AI. Furthermore, 92% of Indian industry leaders believe AI is fundamentally transforming everything they know about CX, a sentiment shared by only 70% of leaders in Singapore and Australia.
“AI is set to change every aspect of CX, from the structure of CX organizations to the roles of agents and administrators, leading to more efficient, personalized, and intelligent customer experiences,” said Vasudeva Rao Munnaluri, RVP India & SAARC at Zendesk.
The study also predicts that AI will increasingly handle initial customer inquiries, ensure consistency across service platforms, and track the performance of both human and AI agents. Additionally, the report forecasts a fivefold increase in customer service interactions by 2027, with 92% of leaders confident in AI’s ability to maintain service quality.
Industry leaders believe that human agents will focus on more complex tasks, while AI uses data to enhance and personalize customer interactions. A significant 92% of Indian industry leaders expect AI agents to handle questions of any complexity, with AI projected to resolve 80% of customer interactions globally.
