Customer service is poised for an AI revolution ZDNet

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If you're anything like me (or millions of other everyday consumers), you may be surprised to contact customer service only to be prompted with a litany of questions about who you are and what you're issue is. If I dial a service line, I've been conditioned to expect a friendly voice -- real or not -- that recognizes my phone number and asks if I'm calling about a recent transaction. What's more, I expect a similar experience if I connect over a myriad other digital touchpoints. Such is the level of sophistication we as customers now hold as standard, and the impacts on customer service are nothing short of transformational. A solid majority of consumers and business buyers (62 percent) now expect companies to anticipate their needs.