HBR Pulse Survey: Improving Customer Service with AI

Improving Customer Service with Artificial Intelligence

The world has always been changing. But it feels like, in the last year, things have dramatically changed. And all because of a two-syllable acronym. AI. This monumental leap in Generative AI has set the world abuzz, with every company looking to leverage it somehow for their benefit.

But one of the biggest opportunities for AI lies within the realm of customer service. This industry has been going through its own growing pains and AI is the balm that will help alleviate that discomfort.

There is a catch. AI is not a bandage you can throw on your customer service cut and expect it to heal. It takes the right solution, at the right time with the right people buying in to make AI for CX work.

Harvard Business Review Analytics Services, conducted research, in association with NICE, to understand how brands feel about AI for customer service. And what they are doing to implement it into their tech stack.

Dive into the rich pool of data compiled by HBRAS and gain insights into:

•     How executives and industry analysts view and value AI for CX

•     What areas of the business are most aided by infusing AI

•     Tips and tricks for seamless AI integration

•     The challenges to AI adoption and how to overcome them