AI Revolution

Customer service is evolving at a fast pace. In today’s subscription economy, in which company growth and health depends on customer renewals, customers’ expectations are heightening. People don’t want to tell a company they’re having a problem. They just want it fixed. And if problems do arise, customers increasingly expect the company to acknowledge their pain, and fast.

The ServiceNow and Devoteam report explores how the AI revolution is creating a new customer service paradigm, specifically answering these key questions:

  • Given the rapidly evolving range of communication channels, are we approaching a breaking point where customer service teams can’t keep up?
  • How far along are organisations in adopting AI‑powered technology to transform customer service?
  • What does AI mean for today’s customer service teams?

To find out, ServiceNow and Devoteam questioned more than 1,000 IT professionals who are responsible for the customer service function.


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