New Delhi: With the Rise of Generative Ai (Gen AI) and Agentic AI, Companies are looking to transform their customer service departments departments into key drivers that ENHANCE BRAND PERCEPTION, INTO KEY VALUE DRIVES Customer Loyalty, and Drive Operational Efficiency, A New Report said on Monday.
As customer service is no longer just a support a support for businesses, companies in India and across the world are rapidly adopting AI-posted Customer Service Solutions. A report by the Capgemini Research Institute Showed that the 86 per cent of Organizations have already implemented gen ai, initiated pilots, or exploring its potential.
The report indicates that AI-Driven Customer Service Solutions are proving effective in reduction issue resolution time, cutting operational costs, and boosting agent production. Nearly 78 per cent of Surveyed Indian Executives Believe Using Gen Ai in Customer Service Reduces Issue Handling Time, Compared to 62 per cent to his global counterparts.
Additional, 67 per cent of Indian Executives Say Ai Helps Lower Operating Costs, and 60 per cent belief it enhances agent productivity. These numbers highlight the growing confidence in a transformative tool in customer service operations.
However, while AI-Powered Chatbots and Virtual agents are improving in quality and efficiency, customers still value human interaction. Over 70 per cent of Consures Prefer Human agents for their Empathy and Creative Problem-Solving Abilities, Although Youner Customers are more open to chatbot interactions.
This sugges that the future of customer service will be a Balanced Mix of Human and AI-Driven Solutions, Offering Both Speed and Personalization. Looking Ahead, Indian Businesses Expect Key Trends to Shape Customer Service Over the Next Three Years. About 66 per cent of Surveyed Executives Believe Proactive Customer Service, which identifies and addresses potential issues before they arise, will be a game-changer.
Similarly, 60 per cent expect the role of customer service agents to evolve, shifting from handling routine tasks to more value-driven roles like Relationship-builing and sales. Indian companies also expect significant benefits from gen ai adoption. Around 62 per cent anticipate faster Response Times, 58 per cent expect improved first-contact resolution rates, and 56 per cent believe ai will enjoy ai will enjoy customer satisfaction.
“With over half of consumers prepared to leave a brand due to poor customer service, even if their purchase is good, business leaders now recognise that exceptional customer service Luxury but a strategic imperative, “said franck grever, Chief Portfolio & Technology Officer at Capgemini.