High added value
Posted: Sun Apr 06, 2025 8:51 am
Virtual customer service representatives (chatbots)
73% of companies surveyed by Gartner that use AI-powered chatbots say they provide high or very high value. Only 50% say this for traditional chatbots. Older tools rely on fixed processes and scripted language. GenAI, on the other hand, "enables greater flexibility in understanding customer intent, responding appropriately, and formulating personalized responses in natural language."
Case management
AI-powered case management enables greater automation of manual tasks typically country email list performed in traditional systems. For example, AI can summarize and categorize issues after a customer service call, freeing agents to focus on other tasks.
Minimal added value
Knowledge management
In the same report, Gartner predicts a significant shift from assisted to self-service customer service by 2026. Companies should implement knowledge management processes now to stay ahead of this trend. Many executives are aware of the potential of AI for generating and reformatting content, but "are less informed about the role GenAI plays in knowledge search and retrieval."
Virtual assistants
These tools can support customer service representatives in their work. However, Gartner suspects that the focus here may be in the wrong area: Instead of using virtual assistants to quickly retrieve information, managers should consider what other problems support representatives face and how assistants could be useful in these areas. This could also improve the currently rather low adoption rate.
These study findings offer three recommendations for SMEs: First, they should consider how AI-powered features can improve their current chatbots and case management processes. Second, they should identify opportunities to leverage AI more extensively in knowledge management and virtual assistants. Third, they should continuously monitor developments in this field. AI is evolving faster than most companies can keep pace with. In 12 months, the capabilities of AI-powered tools could have improved dramatically.
Trend 3: More and more companies are using external agencies for customer service
Customer service demands are constantly growing. In Capterra's 2024 Customer Service Technology Survey, nearly half of global respondents responsible for customer service budgets and strategic initiatives (47%) said they will increase their headcount in the next year and a half, while only 9% expect a decrease.
73% of companies surveyed by Gartner that use AI-powered chatbots say they provide high or very high value. Only 50% say this for traditional chatbots. Older tools rely on fixed processes and scripted language. GenAI, on the other hand, "enables greater flexibility in understanding customer intent, responding appropriately, and formulating personalized responses in natural language."
Case management
AI-powered case management enables greater automation of manual tasks typically country email list performed in traditional systems. For example, AI can summarize and categorize issues after a customer service call, freeing agents to focus on other tasks.
Minimal added value
Knowledge management
In the same report, Gartner predicts a significant shift from assisted to self-service customer service by 2026. Companies should implement knowledge management processes now to stay ahead of this trend. Many executives are aware of the potential of AI for generating and reformatting content, but "are less informed about the role GenAI plays in knowledge search and retrieval."
Virtual assistants
These tools can support customer service representatives in their work. However, Gartner suspects that the focus here may be in the wrong area: Instead of using virtual assistants to quickly retrieve information, managers should consider what other problems support representatives face and how assistants could be useful in these areas. This could also improve the currently rather low adoption rate.
These study findings offer three recommendations for SMEs: First, they should consider how AI-powered features can improve their current chatbots and case management processes. Second, they should identify opportunities to leverage AI more extensively in knowledge management and virtual assistants. Third, they should continuously monitor developments in this field. AI is evolving faster than most companies can keep pace with. In 12 months, the capabilities of AI-powered tools could have improved dramatically.
Trend 3: More and more companies are using external agencies for customer service
Customer service demands are constantly growing. In Capterra's 2024 Customer Service Technology Survey, nearly half of global respondents responsible for customer service budgets and strategic initiatives (47%) said they will increase their headcount in the next year and a half, while only 9% expect a decrease.