释放客服价值：生成式 AI 与智能体的变革性影响.pptxVIP

Unleashingthevalueof

customerservice

ThetransformativeimpactofGenAIandagenticAI

REEARCHNTTUTE

#GetTheFutuΓeYouWant

Tableof

contents

18

34

Customerservice:Inneedofanoverhaul

GenAI:Transforming

customerservicetoday

Executive

summaΓy

TheimpoΓtanceof

customeΓseΓvice

cannotbeoveΓstated

04

10

Unleashingthevalueofcustomerservice

2

AgenticAI:Shapingthefutureofcustomer

service

Thenextgenerationof

AIascommercialcatalystforcustomerservices

ReimaginingthefutuΓeofcustomeΓseΓvice

Recommendations:ChaΓtingthecouΓse

76Conclusion

84Appendix

,,

ReseaΓch

46

66

72

62

methodology

Unleashingthevalueofcustomerservice

3

TheimpoΓtanceofcustomeΓseΓvicecannotbeoveΓstated

Customerserviceisnotjustaboutansweringqueries

andresolvingissues.Itisoneofthemostpowerful

capabilitiesavailabletoorganizationstodrivepurchases,encourageloyalty,andshapebrandperception.It

connectsdirectlywithcustomersentiment,significantlyinfluencingthebrandrelationship.

•58%ofconsumersthinkthatcustomerserviceisvery/extremelyimportantinshapingtheiroverallperceptionofabrand.

•Asmanyas65%ofconsumerssaythat,whentheyexperiencegoodcustomerservice,theygoontorecommendthebrandtofriendsorfamily.

•55%ofconsumerssaytheywillbecomerepeat

customersiftheyarehappywithcustomerservice.

ButcustomeΓseΓviceisbΓoken

Despiteitssignificance,customerserviceisfailingto

meetconsumerexpectations.Basicrequirements,suchasfastandeffectiveissueresolution,easeofaccess,and

Customerserviceisthekeychannelfororganizationstonurturerelationshipswithcustomersandshapebrand

perception,deliveringstrategicvalue.Forthisresearch,wesurveyedaround9,500consumersand500agents

andsupervisors,aswellas1,000executivesfromacrosstheglobe,togathertheirviewsonthecurrentstateof

customerservic