INFOGRAPHIC good chatbot service. But perhaps more interestingly, 85 % of consumers across the Emirates expect the option for self-service problem solving, which does indicate the need for organisations to integrate AI insights and data analysis into service channels to anticipate customer needs before they arise.
While AI in customer service is currently falling short of consumer expectations, it is not failing. Rather, it is evolving. There is an opportunity for businesses to refine AI by empowering it with the right information, making it more adaptive, emotionally aware, and seamlessly integrated with human agents to take / recommend the next best action and deliver unparalleled customer relationships. p
AI can no longer be just another customer service tool; it has to be an essential partner to the human agent.
ServiceNow Consumer Voice Report 2025
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