industryopinion The AI revolution in


customer service AI is transforming the customer experience, creating win-win scenarios for businesses, consumers, and agents, says Will Blench, CEO at AnywhereNow.


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usinesses are facing a customer experience challenge. As consumers, we are surrounded by choice; in most cases, if


we are frustrated by a service, we can take our business elsewhere. According to the ICS, problems and service failures cost UK organisations £7.3 billion monthly. So, how can organisations address the customer experience disconnect? Artificial intelligence (AI) is emerging


as a force that promises to revolutionise how businesses interact with customers. This is because the customer interaction


satisfaction and allows agents to do what they do best – provide genuine human support.


“We use AI as a


supportive tool that makes human


process is being transformed through strategic AI integration that begins even before a human agent enters the conversation. AI can manage the first point of contact, performing tasks such as determining the context of customer requests, conducting initial verifications and gathering essential background information. By the time a call reaches a human representative, significant


groundwork has already been completed. The AI system provides comprehensive context, ensuring the agent is fully prepared. The agent receives an immediate summary of everything that’s happened, knowing who the customer is, their verification status, and the full context of their inquiry. Crucially, AI is designed to augment, not replace, human


capabilities. We see AI as giving agents superpowers – during conversations,


AI continues to listen, helping agents solve problems, suggest solutions, and identify potential opportunities. We use AI as a supportive tool that makes human interactions more effective and meaningful. This method addresses a critical concern about AI in customer


service: the potential loss of human connection. According to EY, 54% of consumers value human interaction or assistance for all purchases. But by providing real-time assistance and automating mundane tasks, AI actually allows agents to focus on more complex, nuanced customer interactions. Agents can also spend more time on interesting, meaningful


work instead of being bogged down by administrative tasks. Put simply, it automates the boring stuff, which increases job


14 | May/June 2025


interactions more effective and meaningful.”


Measurable outcomes and ROI Aside from enhancing human capabilities, one of the most compelling aspects of AI in customer service is its inherent measurability. Contact centres are uniquely positioned to demonstrate AI’s value through precise metrics. We measure everything in a contact centre – from handle times and first- time resolution rates to net promoter scores and customer satisfaction metrics – so we can easily track and demonstrate the ROI of AI deployments. This data-driven approach addresses a common challenge in AI implementation across industries. Businesses can


clearly see the tangible benefits of AI integration in the contact centre space. Typically, after a call, an agent spends time typing up details.


With AI, we can automatically present a summary of actions and discussions. The agent can quickly review and confirm, dramatically reducing administrative overhead. Looking ahead, AI is part of a broader transformation. Just as


we had a digital transformation over the last decade, we’re now entering an AI transformation period. Every business process will be touched, optimised, and potentially transformed by AI. But AI represents not just a technological upgrade, but a


fundamental shift in the customer experience, with more personalised, efficient, and satisfying interactions. It will continue to break down barriers, providing businesses with unprecedented insights and capabilities, creating win-win scenarios for businesses, customers, and agents. This means businesses can increase customer expectations and


improve experiences while reducing service delivery costs. The future of customer service isn’t about choosing between


human agents and AI, but creating a mutual relationship that leverages the strengths of both. For businesses looking to stay competitive, the message is clear: embrace AI not as a replacement, but as a powerful collaborative tool that can transform customer service from a cost centre to a strategic advantage.


www.pcr-online.biz


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