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