Report: Key strategies for AI-powered customer service

A new Freshworks report shows how industry CX leaders are maximizing value from AI

Blog
Sanjay Gupta

Sanjay GuptaSenior Writer

Feb 23, 20241 MIN READ

A new Freshworks report, “5 priorities for customer service leaders in 2024,” shows how AI can improve customer satisfaction and employee productivity. The report presents an array of perspectives from global companies—including British retailer Frasers Group, Canadian luggage retailer Monos, and Saudi Arabian e-commerce retailer Styli—that are reaping the benefits of AI-powered customer service.

People-first AI is transforming service. Are you ready?

A few takeaways:

  • AI is repowering self-service: Customers around the world prefer self-service vs. speaking with an agent. AI-powered chat and other tools make it easy for customers to help themselves.

  • Same experience, every channel: Customers want options when seeking out support—and a consistent experience, whether troubleshooting an issue with a chatbot or talking to a human agent on WhatsApp. Styli, for example, centralized all customer queries and order management into a single support platform, resulting in 42% faster resolution times. 

  • Agents are getting a gen AI boost: Generative AI gives agents a productivity-boosting assist, summarizing previous conversations and providing helpful context and response suggestions

The report covers these and other strategies for leveraging AI in customer support. Download the full report (registration required) to explore more.