US EditionAI Will Reshape, Not Replace, the Role of Customer Service Agents, Says Info-Tech Research Group
- Info-Tech Research Group published a resource on AI in customer experience on April 22, 2025.
- Traditional customer service struggles with challenges like long wait times and sinking satisfaction scores.
- The resource details AI-driven predictions for 2025, including AI-assisted agents and personalized service.
- Terra Higginson states, "this 4th revolution... Is fundamentally about putting people first."
- AI will augment agents, enhance the agent experience, and improve customer outcomes.
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25 Articles
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AI Will Reshape, Not Replace, the Role of Customer Service Agents, Says Info-Tech Research Group
A new resource from Info-Tech Research Group reveals how AI is revolutionizing customer service by addressing long-standing challenges such as long wait times, impersonal interactions, and operational inefficiencies. The research outlines key 2025 predictions, including AI-assisted agents, real-time personalization, and…
Grapevine changes approach to AI in contact centres - CAJ News Africa
by TINTSWALO BALOYIJOHANNESBURG, (CAJ News) – GRAPEVINE Interactive’s three-tiered approach to artificial intelligence-based Client Service Automation (CSA) is lauded for injecting new meaning into the working lives of South Africa’s call centre workers. While the contact centre environment is traditionally characterised by high turnover rates and low job satisfaction, Grapevine Interactive is seen as helping make the reverse true. “By effective…
Talkdesk Unveils AI Agents to Revolutionize Financial Services Customer Experience and Optimize Operations - Market-News24
Talkdesk has introduced AI Agents specifically designed for the financial services industry, enhancing customer experiences with advanced conversational AI. Integrated into core banking and CRM systems, these AI Agents can handle frequent customer inquiries, providing 24/7 support for tasks like managing deposits and scheduling appointments. Designed to understand context and show empathy, they adapt to ...
AI Will Reshape, Not Replace, the Role of Customer Service Agents, Says Info-Tech Research Group - PressReach
A new resource from Info-Tech Research Group reveals how AI is revolutionizing customer service by addressing long-standing challenges such as long wait times, impersonal interactions, and operational inefficiencies. The research outlines key 2025 predictions, including AI-assisted agents, real-time personalization, and the rise of voice and conversational AI, signaling a significant shift in how organizations will deliver customer experience mo…
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