Research Series: AI in CS
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Get Ahead and Equip Your Team for AI Agency in Customer Service
Summary
Google, OpenAI and others have stated that they will imminently release bots that have agency — acting on behalf of humans to book flights, manage subscriptions, and gather information. Unlike humans, AI can juggle many interactions at the same time without fatigue, leading to a huge surge in automated queries for businesses. These bots will have a multitude of webchats and calls with brands simultaneously without any concern for the length of engagements. Impacts on revenue and customer service will be significant for businesses that are not prepared.
Actionary Take: Brands that are not prepared for bots with agency will struggle to provide effective customer service, and will face new sales and marketing challenges.
Navigating the Disruption: Balancing AI Integration and Workforce Engagement Management
Summary
Workforce Engagement Management (WEM) is fundamental for managing employee productivity and satisfaction. WEM evolved from its predecessor, Workforce Optimization (WFO) and represented a shift in focus from purely operational efficiency to a more human-centered approach, emphasizing employee engagement and work-life balance. However, the advent of Artificial Intelligence (AI) is disrupting this model, posing new challenges and opportunities for the WEM market. Landscape confusion and competing value propositions will significantly complicate procurement decision making.
Actionary Take: Failure to balance AI benefit with WEM principles will harm employee satisfaction and productivity for the next three years.