How AI is transforming the economics of customer service
Customer service is evolving fast, driven by the demand for seamless digital engagement. Discover how AI can transform your customer service strategy—get the insights now.
출처 Keith Kirkpatrick, Research Director at The Futurum Group
최종 업데이트: February 19, 2025
Customer expectations are higher than ever. They demand fast, seamless, and personalized support—24/7. Traditional customer service models, with their high costs and scalability limits, simply can’t keep up. But there’s a solution: AI-driven automation.
Companies that embrace AI are seeing massive returns. Research from The Futurum Group shows that AI adopters are 128% more likely to achieve high ROI compared to late adopters. By leveraging AI, companies can transition from reactive, cost-heavy support models to proactive, outcome-based service strategies that align with business goals.
Key takeaways from How AI is Transforming the Economics of Customer Service, include:
- How AI Transforms Customer Service Economics – AI reduces operational costs, improves scalability, and enhances customer experience by automating repetitive tasks, optimizing workflows, and enabling 24/7 support.
- New Metrics and Pricing Models Drive Efficiency – AI enables businesses to focus on outcome-based KPIs such as customer retention and revenue growth while shifting from per-agent pricing to outcome-based and consumption-based pricing models.
- Challenges Require Human Oversight and Ethical AI Use – While AI enhances efficiency, businesses must ensure smooth transitions to human agents for complex interactions and address ethical concerns related to data privacy and transparency.
Download the full report to unlock the potential of AI-driven customer service for your organization.
