AI is reshaping the way we approach things, from doing assignments to managing businesses more efficiently. It feels as though no sector can operate in the world without at least a basic level of AI support. In the UAE, AI adoption is widely increasing, and in this context comes the deep interest of customer service teams to utilize AI.
According to Salesforce’s 7th State of Service, customer service teams are prioritizing better services by redirecting AI from pilot/test projects into everyday operations. In other words, AI has become a necessary tool in customer service.
“Across the UAE, we’re seeing organizations move beyond experimentation and into practical deployment of AI within service teams,” said Mohammad Al Khotani, Senior Vice President & General Manager, Salesforce Middle East.
Customer demand increases exponentially
Several organizations in the UAE are deploying AI technologies to provide better services to their customers. Salesforce surveyed customer service professionals in the country, and the responses showed that the organizations are actively upgrading their services, fixing data issues, and improving data quality. When these modernization efforts happen, companies can easily deploy AI technology to deliver the best customer service.
According to an official statement, “AI is increasingly being used to absorb routine work and support agents during live interactions.” This technological leap has helped customer service professionals to spend more time on solving complex cases that need human intervention.
When AI speeds up the customer service processes, the expectations of customers can also shoot up, given that AI can boost operations. As the demand for customer service increases, approximately one-third of customer inquiries are currently processed by AI.
Moreover, organizations expect this unprecedented growth to go higher in the coming years as AI becomes more ubiquitous in daily operations.
Besides, AI-based communication can enhance accessibility across different channels like chat and voice chats. AI can also enhance simpler languages, including translation, which helps customers to easily grasp the message.
Most customer service companies or their apps provide 24/7 responses, which are powered not by human intervention but by AI. Another important factor found in the report is that service professionals working with AI have “higher productivity and stronger career prospects.”
AI shifts from testing to daily use
When talking about tech platforms, PolyAI, a company that builds AI voice agents, is actively leaping into the customer service niche, handling bookings, cancellations, real calls, and payments using AI.
There is even AI front desk technology, where a 24/7 AI receptionist answers all the customer queries instantly and books appointments for them.
As the world makes new innovative technological advancements every year, AI’s capabilities are exponentially increasing. The technology is expanding beyond content and video generation to customer services, work management, and so much more. This is what the sales report specifically points out – AI can shape daily services and increase customer demands.
