Personalizing Customer Interactions With Intelligent AI Agents
Digital CxO, Thursday, February 13th, 2025
For decades, customer service has been a time-consuming manual task. While many have tried modernizing it with prerecorded instructions or preprogrammed responses, consumers have pushed back because they prefer speaking to humans. Could artificial intelligence agents finally bridge the gap?
How AI Agents Enhance the Customer Experience
Intelligent generative models have become a staple in a broad range of industries. According to McKinsey & Company, approximately 72% of organizations used AI for at least one business function in 2024. This rapid popularity surge has enabled leaders to identify the value of leveraging this technology in customer service.
Even something as simple as choosing between voice, text or video enhances the customer experience because it allows individuals to regain some control. This minor decision sets the tone for the rest of the interaction. Even if they initiate the conversation out of frustration or anger, it can moderately calm them down.