A recent report by Zendesk reveals that 89% of industry leaders in India expect AI to transform customer interactions, with significant restructuring in CX teams anticipated.
AI Set to Revolutionise Customer Experience in India, Says Zendesk Report
In a significant revelation that underscores the forthcoming transformation in the customer experience (CX) landscape, a recent report by Zendesk, a software as a service (SaaS) provider, indicates that artificial intelligence (AI) is poised to become a central component of all customer interactions. According to the study, a striking 89 per cent of industry leaders in India expect AI to drive unprecedented changes in CX in the near future.
Craig Flower, Chief Information Officer at Zendesk, encapsulated this impending shift, stating, “In the near future, AI will play a role in all customer interactions, moving us beyond traditional, manual service to more advanced, technology-driven experiences.”
The report from Zendesk, cited in The Financial Express, suggests that this AI-driven efficiency might lead to downsizing, as businesses anticipate managing operations with leaner teams due to the enhanced capabilities AI provides. Industry leaders predict that this shift could result in a significant restructuring of CX teams within the next three years.
Optimism Towards AI in India
The sentiment towards AI in India is notably positive. The report highlights that 83 per cent of CX leaders in the country are optimistic about AI’s widespread integration. Additionally, an overwhelming 92 per cent believe that AI is fundamentally changing everything they know about customer experience. This perspective is more optimistic compared to regions like Singapore and Australia, where only 70 per cent of leaders share a similar viewpoint.
Vasudeva Rao Munnaluri, Regional Vice President for India & SAARC at Zendesk, emphasised the transformative potential of AI, remarking, “AI will change everything we know about CX, from the way CX organisations are structured, to the roles of agents and administrators, and the way customer experiences are curated. This will lead to more efficient, personalised, and intelligent experiences for both customers and agents.”
AI’s Expanding Role in Customer Management
The report also delves into the specific functions AI is expected to enhance. These include handling initial customer inquiries, ensuring consistency across various service platforms, and monitoring the performance of both human and AI agents. The study forecasts a fivefold increase in customer service interactions by 2027, expressing confidence that AI will maintain the quality of service amidst this growth. Notably, 92 per cent of the survey’s respondents believe in AI’s capability to sustain high-quality customer service despite the burgeoning volume of interactions.
As the role of AI continues to expand within customer service, it is evident that businesses in India are gearing up for a more technology-driven approach to CX, promising more efficient and personalised interactions for customers and agents alike. This transformation, anticipated to unfold over the next few years, marks a pivotal shift in how companies manage and enhance customer experiences.
