In the past almost a year and a half, AI has made strides in uncovering ways that can elevate customer experiences through automating low-value tasks, agent support, and self-serve options for customers.

The CX function is one of the forefront functions to embrace the change, validated by IDC’s projection that AI spending by CX teams is projected to exceed $15 billion by 2025.

An AI assistant will not only help improve how information is shared and discovered but also how teams can become more efficient by resolving more queries in less time.

AI has become a cornerstone in modern customer support, offering efficient solutions to manage customer inquiries, complaints, and feedback. However, the question arises: What is the future of customer support? Is AI the future? Is there an alternative?

Talking to a computer has never felt this natural before - human-level response times, acute expressiveness, and interactive quirks, are all fascinatingly coming to light and it feels surreal.

Explore the impact of AI on customer support roles. Understand the balance between AI automation and human empathy, and discover how customer support agents can thrive in an evolving industry.Explore the impact of AI on customer support roles. Understand the balance between AI automation and human empathy, and discover how customer support agents can thrive in an evolving industry.

If adaptability is one of our greatest strengths, what proof is there that we won’t become desensitized to empathy, only really caring about the logical aspect of problem resolution and not so much about the human aspect of it?

This is a part of a series where we talk about ways of improving your support functions. In this guide, we explore how you can improve support by offering better self-help options with AI solutions.