Gartner Report: Strategy and Leadership Predictions for Service and Support Leaders in 2024(pdf)

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< Customer Service in the Age of 24/7
02|07|2024 15:30 Leeftijd: 17 days
Categorie: Home, AFSMI-NL

Gartner Report: Strategy and Leadership Predictions for Service and Support Leaders in 2024(pdf)

Gartner:We expect that customer service and support leaders who leverage generative AI to enable human contact will be more successful than those who leverage it to reduce human contact by eliminating assisted service.


Key Findings

• There is hype around the cost-cutting potential and ease of use of generative AI, and how it can be used to improve self-service containment and reduce inbound contacts.

• In response to this hype, some service and support organizations will rush to leverage customer-facing generative AI to reduce inbound volume (and cost) — potentially harming customers due to hallucinations and misinformation.

Read the whole reort here