Stay Ahead: How to Equip Your Team for AI Agency in Customer Service

June 28th, 2024

By Chris Marron
Analyst and Distinguished Advisor

Chris is an industry analyst who leverages the breadth and depth of his background to provide a unique view on industry trends and dynamics, as well as specific actionable advice tailored to the exact needs of customers. As a distinguished advisor for Actionary, he continues to expand his wealth of knowledge and insight.

Summary

Google, OpenAI and others have stated that they will imminently release bots that have agency — acting on behalf of humans to book flights, manage subscriptions, and gather information. Unlike humans, AI can juggle many interactions at the same time without fatigue, leading to a huge surge in automated queries for businesses. These bots will have a multitude of webchats and calls with brands simultaneously without any concern for the length of engagements. Impacts on revenue and customer service will be significant for businesses that are not prepared. 

Actionary Take: Brands that are not prepared for bots with agency will struggle to provide effective customer service, and will face new sales and marketing challenges.

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