AI 智能体：开启客户体验黄金时代.docxVIP

HowAIAgentsAre

HowAIAgentsAreOpeningtheGoldenEraofCustomer

Experience

January2025

Businesseshavelongrecognizedthelinkbetweenimprovedoperationalefficiencyandabettercustomerexperience(CX).Buttherapidconvergenceofvarioustechnologicalforces—includingnext-generationhardwarepoweredbyvirtualagents—isturningthatlinkintoameasurablesourceofvaluecreation.Increasinglywell-documentedusecasesforgenerativeAI(GenAI)aredemonstratingthatcompaniescansimultaneouslyoferadiferentandvastlysuperiorcustomerexperienceataradicallylowercost-to-servethatyieldssignificantimprovementsinfinancialperformance.

Toachievethis“holygrail,”companieshavebeguntolookbeyondthetraditionalcustomerjourney—activelymanagedbyshoppersontheirapps—toexploretheideaofmorecomprehensivecustomer“missions”managedbyanetworkoftrustedautonomousagentstrainedtoaccomplishspecifictaskswithminimalhumaninvolvement.Thefirstattemptsinthemarkettodaywillpaleincomparisontowhatuserswillseeastheconvergencebetweenhardwareandagentsintensifies.

TheinnovationsthatmakereachingtheseCXgoalsfeasiblearealreadytakingplaceatdiferentlevels.Internally,AIisenablingcompaniestostreamlineprocesses,transformtheemployeeexperience,andincreaseproductivitywithunprecedentedspeed.Incustomerserviceoperations,forexample,GenAIhashelpedcompaniesachieveproductivityimprovementsofbetween15%and30%,withsomeaspiringtoasmuchas80%higherproductivity.

Externally,AIisdrivingshiftsinhowcustomersengagewithbrands,makingtheirinteractionsmorehuman,morepersonalized,andlesstediousandconfusing.Thevirtualco-pilotsofretailers,forexample,areinteractingw