India Sees Surge in AI-Enabled Automated Customer Service Agents - ELE Times

Automated customer service agents became the top Artificial Intelligence (AI) use case for the Indian organisations in 2020 as the Covid-19 pandemic kept millions at home and face-to-face interactions diminished across industries. The AI use cases gained momentum in India, driven by the need to ensure speed of new product development, facilitate better customer experience, improve higher employee productivity, and achieve high competitiveness in the market. For 2020, automated customer service agent is the top AI use case and it is also witnessing other use cases like fraud analysis and investigation, IT automation, recommendation system, and diagnosis and treatment gain momentum. Indian organisations are leveraging AI to help them with real-time analysis, providing enhanced experiences and automation. With AI that supports innovations at scale, delivers enhanced customer experience and improves operational efficiency, organisations will continue to find ways to gain more value from their data and improve overall customer experience, the report showed.