The modern customer is omni-channel. You cannot push them back to a legacy customer service experience that requires them to wait endlessly for an email or to get connected with a customer support agent.
According to Gartner, in the coming years, customers will manage up to 85% of their relationship with enterprises without any human interaction. Indeed, the age of Artificial Intelligence (AI) is upon us. PWC states that business leaders believe AI will be fundamental in the future, with 72% considering AI technology to be a “business advantage.” Talking about its applications, AI can be successfully employed at all steps of a customer’s journey to provide an exceptional and convenient customer experience.