Customer service is evolving rapidly, driven by the demand for seamless, always-available digital engagement. Traditional support models, with their high operational costs and limitations in scalability, are no longer sufficient. Businesses need innovative solutions to meet rising customer expectations while optimizing costs. Enter artificial intelligence (AI)—a game-changer in redefining customer service economics.
AI-driven automation and intelligent workflows are enabling companies to enhance customer experiences, reduce costs, and improve scalability like never before. Organizations that embrace AI early are already seeing significant returns, with research from Futurum showing that AI adopters are 128% more likely to report high ROI than late adopters. By leveraging AI, companies can transition from reactive, cost-heavy support models to proactive, outcome-based service strategies that align with business goals.
In our latest brief, How AI is Transforming the Economics of Customer Service, completed in partnership with Zendesk, The Futurum Group explores how AI is revolutionizing customer support by automating repetitive tasks, optimizing workflows, and enabling businesses to shift focus from outdated productivity metrics to customer-centric KPIs.
Key takeaways from How AI is Transforming the Economics of Customer Service, include:
- How AI Transforms Customer Service Economics – AI reduces operational costs, improves scalability, and enhances customer experience by automating repetitive tasks, optimizing workflows, and enabling 24/7 support.
- New Metrics and Pricing Models Drive Efficiency – AI enables businesses to focus on outcome-based KPIs such as customer retention and revenue growth while shifting from per-agent pricing to outcome-based and consumption-based pricing models.
- Challenges Require Human Oversight and Ethical AI Use – While AI enhances efficiency, businesses must ensure smooth transitions to human agents for complex interactions and address ethical concerns related to data privacy and transparency.
If you are interested in learning more, be sure to download your copy of How AI is Transforming the Economics of Customer Service today.
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Author Information
Keith Kirkpatrick is VP & Research Director, Enterprise Software & Digital Workflows for The Futurum Group. Keith has over 25 years of experience in research, marketing, and consulting-based fields.
He has authored in-depth reports and market forecast studies covering artificial intelligence, biometrics, data analytics, robotics, high performance computing, and quantum computing, with a specific focus on the use of these technologies within large enterprise organizations and SMBs. He has also established strong working relationships with the international technology vendor community and is a frequent speaker at industry conferences and events.
In his career as a financial and technology journalist he has written for national and trade publications, including BusinessWeek, CNBC.com, Investment Dealers’ Digest, The Red Herring, The Communications of the ACM, and Mobile Computing & Communications, among others.
He is a member of the Association of Independent Information Professionals (AIIP).
Keith holds dual Bachelor of Arts degrees in Magazine Journalism and Sociology from Syracuse University.
