AI in Customer Service to Drive Customer Value

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caps-heading-12 " > <a class="nav-label" href="/products/" rel=" " >Login</a> </li> <li class="nav-main-item caps-heading-12 hide-in-mobile" > </li> <li class="nav-main-item caps-heading-12 lang-selector fworks-language-selector hide-in-desktop"> <form id="lang-switch" action=""> <label for="language-selector-mobile" class="sr-only">Language:</label> <select id="language-selector-mobile" class="lang-options"> <option value="English" lang="en-us" data-link=" "> English </option> <option value="Deutsch" lang="de-de" data-link=" /de/resources/ai-in-cust-service"> Deutsch </option> <option value="Nederlands" lang="nl" data-link=" /nl/resources/ai-in-cust-service"> Nederlands </option> <option value="Français" lang="fr" data-link=" /fr/resources/ai-in-cust-service"> Français </option> <option value="Svenska" lang="sv-SE" data-link=" /se"> Svenska </option> <option value="Español (España)" lang="es" data-link=" /es"> Español (España) </option> <option value="Español (América Latina)" lang="es-latam" data-link=" /latam"> Español (América Latina) </option> <option value="Português (Brasil)" lang="pt-br" data-link=" /br"> Português (Brasil) </option> <option value="日本語" lang="ja" data-link=" /jp"> 日本語 </option> <option value="한국어" lang="ko" data-link=" /ko"> 한국어 </option> <option value="简体中文" lang="zh-CN" data-link=" /cn"> 简体中文 </option> <option value="ภาษาไทย" lang="th" data-link=" /th"> ภาษาไทย </option> <option value="Polski" lang="pl" data-link=" /pl"> Polski </option> <option value="繁體中文" lang="zh-HK" data-link=" /hk"> 繁體中文 </option> <option value="Türkçe" lang="tr" data-link=" /tr"> Türkçe </option> </select> </form>  </li> </ul> </div> </div> <script type="text/javascript"> FW.onLoad(function () { if (window.innerWidth <= 960) { FW.$('.nav-label:not(.nav-secondary-item .nav-label), .hide-in-mobile a, .lang-selector select, .nav-secondary-item .nav-sub-label').attr('tabindex', -1); }; }); </script> </nav> <script type="text/javascript"> // Activate the navigation elements FW.onLoad(function () { FW.navigation.navLoader(); }); </script> </header> <a class="main__anchor" id="main-content"></a> <section class="first-fold l-section-home next-gen-theme-v1 banner-right-image-home image-wrap-no-padding banner-vertical-alignment " > <div class="l-page container l-home "> <div class="row grid-align-bottom banner-vertical-alignment"> <div class="col-md-6 font-color-light mobile-center-desktop-left-align pb-lg banner-text-content small-banner"> <p><span class="athens-gray-text banner-cta-pill">Playbook</span></p> <h1>Get real with AI: Everything you need to know about using generative AI in customer service</h1> <div class="mt-md"> <a title="Download the playbook" class="button button--solid in-page-scroll" rel="" role="button" tabindex="0" target="_self" data-scroll-to="register">Download the playbook</a> </div> </div> <div class="col-md-6 mt-md md-mt-0 image-align-bottom"> <div class="lazy-image-wrapper loaded " style=""> <img class="original-image fadeIn " alt="Ebook Cover" title="" src="https://website-assets-fw.freshworks.com/attachments/clki8vuuy01z1lnfnhhll0pa5-book-mockup-new.one-half.png" srcset="" fetchpriority="high" /> </div> </div> </div> </div> </section> <section id="58906282441172" class="section-bucket section-text-media l-section section-light-grey "> <div class="l-page container align-center mb-lg"> <h2 class="align-center mb-lg">Uncover the power of AI in customer service</h2> </div> <div class="feature-screenshot-right "> <div class="l-page container"> <div class="row banner-vertical-alignment"> <div id="feature-content-173253771885800" class=" feature-screenshot-right__content col-md-6"> <p><span class="mb-md pre-text product-pre-text">#1 Opportunity</span></p> <h3 class="feature-heading">Deliver faster resolutions with self-service automation</h3> <p>Reduce customer wait times and agent workload by enhancing self-service with AI-driven chatbots. Use intelligent chatbots to automate resolutions and get bot flow recommendations based on past engagement patterns for improved deflection rates.</p> </div> <div class="feature-screenshot-right__media feature-screenshot__media-container col-md-6"> <div class="lazy-image-wrapper " style=""> <img class="lazy-image " data-src="https://website-assets-fw.freshworks.com/attachments/clkcg7p0b01mcaufnjuhl1mgq-deliver-faster-resolutions-with-self-service-automation.one-half.png" data-srcset="https://website-assets-fw.freshworks.com/attachments/clkcg7p0b01mcaufnjuhl1mgq-deliver-faster-resolutions-with-self-service-automation.full.png 2x" src="https://website-assets-fw.freshworks.com/attachments/clkcg7p0b01mcaufnjuhl1mgq-deliver-faster-resolutions-with-self-service-automation.one-sixth.png" srcset="https://website-assets-fw.freshworks.com/attachments/clkcg7p0b01mcaufnjuhl1mgq-deliver-faster-resolutions-with-self-service-automation.one-sixth.png 2x" alt="Opportunity Benefit image" /> <img class="original-image fadeIn " alt="Opportunity Benefit image" title="" src="" srcset="" /> </div> </div> </div> </div> </div> <script type="text/javascript"> FW.onLoad(function () { const $featureContent = FW.$('#feature-content-173253771885800'); const $featureHeading = $featureContent.find('.feature-heading'); const heading = $featureHeading.length > 1 ? $featureHeading[1].textContent : $featureHeading[0].textContent; const $link = $featureContent.find('p.forward--link a'); const ariaLabel = heading + " - " + $link.text(); if($link.length && ariaLabel){ $link.attr('aria-label',ariaLabel); } }); </script> </section> <section id="64103895597783" class="section-bucket section-text-media l-section "> <div class="feature-screenshot-left "> <div class="l-page container"> <div class="row banner-vertical-alignment flex-row-reverse"> <div id="feature-content-12127764032013" class=" feature-screenshot-left__content col-md-6"> <p><span class="mb-md pre-text product-pre-text"> #2 Opportunity</span></p> <h3 class="feature-heading">Help agents provide high-quality support with generative AI </h3> <p>By offering contextual insights and real-time guidance, AI acts as your agents’ trusted personal assistant. Generative AI rephrases, summarizes, and helps improve the quality of responses–empowering agents to resolve more queries effectively and faster.</p> </div> <div class="feature-screenshot-left__media feature-screenshot__media-container col-md-6"> <div class="lazy-image-wrapper " style=""> <img class="lazy-image " data-src="https://website-assets-fw.freshworks.com/attachments/clkcg7p8n00dh2cfnab0shu2f-help-agents-provide-high-quality-support-with-generative-ai.one-half.png" data-srcset="https://website-assets-fw.freshworks.com/attachments/clkcg7p8n00dh2cfnab0shu2f-help-agents-provide-high-quality-support-with-generative-ai.full.png 2x" src="https://website-assets-fw.freshworks.com/attachments/clkcg7p8n00dh2cfnab0shu2f-help-agents-provide-high-quality-support-with-generative-ai.one-sixth.png" srcset="https://website-assets-fw.freshworks.com/attachments/clkcg7p8n00dh2cfnab0shu2f-help-agents-provide-high-quality-support-with-generative-ai.one-sixth.png 2x" alt="Help agents provide high-quality support" /> <img class="original-image fadeIn " alt="Help agents provide high-quality support" title="" src="" srcset="" /> </div> </div> </div> </div> </div> <script type="text/javascript"> FW.onLoad(function () { const $featureContent = FW.$('#feature-content-12127764032013'); const $featureHeading = $featureContent.find('.feature-heading'); const heading = $featureHeading.length > 1 ? $featureHeading[1].textContent : $featureHeading[0].textContent; const $link = $featureContent.find('p.forward--link a'); const ariaLabel = heading + " - " + $link.text(); if($link.length && ariaLabel){ $link.attr('aria-label',ariaLabel); } }); </script> </section> <section id="64103895597820" class="section-bucket section-text-media l-section section-light-grey "> <div class="feature-screenshot-right "> <div class="l-page container"> <div class="row banner-vertical-alignment"> <div id="feature-content-173253771886000" class=" feature-screenshot-right__content col-md-6"> <p> <span class="mb-md pre-text product-pre-text">#3 Opportunity</span></p> <h3 class="feature-heading">Optimize operations with data-backed decisions</h3> <p>Surface critical insights and trends easily without crunching numbers or manually building exhaustive reports. AI analyzes support data and offers the next-best action to help improve team performance and drive seamless customer experiences.</p> </div> <div class="feature-screenshot-right__media feature-screenshot__media-container col-md-6"> <div class="lazy-image-wrapper " style=""> <img class="lazy-image " data-src="https://website-assets-fw.freshworks.com/attachments/clkcg7qny00dn2cfnisbbzfhu-optimize-operations-with-data-backed-decisions.one-half.png" data-srcset="https://website-assets-fw.freshworks.com/attachments/clkcg7qny00dn2cfnisbbzfhu-optimize-operations-with-data-backed-decisions.full.png 2x" src="https://website-assets-fw.freshworks.com/attachments/clkcg7qny00dn2cfnisbbzfhu-optimize-operations-with-data-backed-decisions.one-sixth.png" srcset="https://website-assets-fw.freshworks.com/attachments/clkcg7qny00dn2cfnisbbzfhu-optimize-operations-with-data-backed-decisions.one-sixth.png 2x" alt="Optimize operations with data-backed decisions" /> <img class="original-image fadeIn " alt="Optimize operations with data-backed decisions" title="" src="" srcset="" /> </div> </div> </div> </div> </div> <script type="text/javascript"> FW.onLoad(function () { const $featureContent = FW.$('#feature-content-173253771886000'); const $featureHeading = $featureContent.find('.feature-heading'); const heading = $featureHeading.length > 1 ? $featureHeading[1].textContent : $featureHeading[0].textContent; const $link = $featureContent.find('p.forward--link a'); const ariaLabel = heading + " - " + $link.text(); if($link.length && ariaLabel){ $link.attr('aria-label',ariaLabel); } }); </script> </section> <section id="" data-scroll-target="" class="homepage-roi pt-xl"> <div class="container"> <div class="l-section-heading align-center "> <h2 class="align-center">The AI effect: How businesses are driving real results</h2> </div> <div class="l-page l-grid"> <div class="row"> <div class="col-sm-4 accolade-margin"> <div class="accolade-card"> <div class="align-center accolade-content"> <p class="h0-56">34%</p> <p>reduction in average handle time with AI improving the speed and quality of responses</p> </div> </div> </div> <div class="col-sm-4 accolade-margin"> <div class="accolade-card"> <div class="align-center accolade-content"> <p class="h0-56">56%</p> <p>time savings in collaboration with AI-powered conversation summarization</p> </div> </div> </div> <div class="col-sm-4 accolade-margin"> <div class="accolade-card"> <div class="align-center accolade-content"> <p class="h0-56">61%</p> <p>drop in admin time by using AI to generate solution articles and bot variants</p> </div> </div> </div> </div> </div> <div class="button-section l-page align-center"> </div> </div> </section> <section class=" " data-scroll-target="" id =""> <div class="l-page container "> <p class="align-center"><em><strong>Source:</strong> Beta launch of generative AI-enhanced Freddy AI–Freshworks’ native AI engine</em></p> </div> </section> <section data-text-list="[]" id="register" data-scroll-target="#register" class="l-section l-section-home section-banner-cta-home align-center section-light-grey " > <div class="container l-banner " data-scroll-target="register"> <h2 class="align-center">Learn to leverage the disruptive power of AI to improve your customer service</h2> <div class="pt-sm pb-sm p-relative"> <div class="form-wrapper animate-form-wrapper form-white-bg "> <div class="align-center" data-form-heading> </div> <form class="generic-form form-field-container" title="Freshworks AI in customer service form" id="form-162858545573592" data-target="" data-tracking="freshmarketer" data-functionality="navigate_url" data-gatarget="" data-open-url="https://www.freshworks.com/assets/resources/Playbook_Future_of_Customer_Service_Turning_AI_Hype_Into_Reality.pdf" data-is-new-tab="false" > <input type="hidden" class="fm_override_asset_id" name="fm_override_asset_id" value="6013182" aria-label="fm_override_asset_id" aria-hidden="true"/> <input type="hidden" 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data-custom-db-value="Freshworks Customer Service Suite" data-custom-value="Freshworks Customer Service Suite" data-custom-type="static" aria-label="Product" aria-hidden="true" /> <input type="hidden" class="custom-inputs type-freshmarketer" name="Recent Note" data-custom-db-value="https://docs.google.com/spreadsheets/d/1EzmQgGXOs0sbDhSQw-5q0CZD07in8DDYioC9s_Y2Z3g/edit#gid=0" data-custom-value="https://docs.google.com/spreadsheets/d/1EzmQgGXOs0sbDhSQw-5q0CZD07in8DDYioC9s_Y2Z3g/edit#gid=0" data-custom-type="static" aria-label="Recent Note" aria-hidden="true" /> <input type="hidden" class="custom-inputs type-freshmarketer" name="Campaign Date" data-custom-db-value="2023-07-26" data-custom-value="2023-07-26" data-custom-type="static" aria-label="Campaign Date" aria-hidden="true" /> <input style="display:none" class="fm-list-id" name="fm-list-id" value="25000006201" aria-label="fm list id" aria-hidden="true"> <input style="display:none" class="fm-asset-id" value="5952593" aria-hidden="true" aria-label="fm asset id"/> <fieldset role="none"> <div class="name-field-wrapper "> <div class="name-field"> <div class="form-field"> <i class="icon-user" aria-hidden="true"></i> <input type="text" title="First Name" name="first-name" class="first-name-form" placeholder=" " data-disable-prefill="false" data-name-validate="Name contains invalid characters" id="first-name-0-162858545573592" aria-labelledby="first-name-0-162858545573592-label" aria-invalid="false" aria-errormessage="first-name-err-0-162858545573592" autocomplete="given-name" data-html-injection-validate /> <label id="first-name-0-162858545573592-label" class="form-placeholder" for="first-name-0-162858545573592">First Name</label> <div id="first-name-err-0-162858545573592" class="error-wrapper" role="alert"></div> </div> </div> <div class="name-field"> <div class="form-field"> <input type="text" title="Last Name" name="last-name" class="last-name-form" placeholder=" " data-disable-prefill="false" data-name-validate="Name contains invalid characters" id="last-name-0-162858545573592" aria-labelledby="last-name-0-162858545573592-label" aria-invalid="false" aria-errormessage="last-name-err-0-162858545573592" autocomplete="family-name" data-html-injection-validate /> <label id="last-name-0-162858545573592-label" class="form-placeholder" for="last-name-0-162858545573592">Last Name</label> <div id="last-name-err-0-162858545573592" class="error-wrapper" role="alert"></div> </div> </div> </div> <div class="form-field "> <i class="icon-email" aria-hidden="true"></i> <input type="email" title="Email Address" name="email" class="email-form" placeholder=" " required data-email-required="Please enter a valid email address" data-email-invalid="Please enter a valid email address" data-email-business-only="Business email only" id="email-1-162858545573592" data-disable-prefill="false" aria-labelledby="email-1-162858545573592-label" aria-invalid="false" aria-errormessage="email-err-1-162858545573592" autocomplete="email" data-html-injection-validate > <label id="email-1-162858545573592-label" class="form-placeholder" for="email-1-162858545573592">Email Address</label> <div id="email-err-1-162858545573592" class="error-wrapper" role="alert"></div> </div> <div class="form-field"> <i class="icon-company" aria-hidden="true"></i> <input type="text" title="Company Name" name="company" class="company-form" data-company-min-length="Company should be minimum of 3 characters" required data-company-required="This field is required" id="company-2-162858545573592" placeholder=" " aria-labelledby="company-2-162858545573592-label" aria-invalid="false" aria-errormessage="company-err-2-162858545573592" data-html-injection-validate > <label id="company-2-162858545573592-label" class="form-placeholder" for="company-2-162858545573592">Company Name</label> <div id="company-err-2-162858545573592" class="error-wrapper" role="alert"></div> </div> <div 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fworks-custom-dropdown"> <i class="icon-desk" aria-hidden="true"></i> <select title="Department" name="query-department" id="department-133405404352836" class="department-form" required data-department-required="This field is required" aria-invalid="false" aria-errormessage="department-133405404352836-err" aria-labelledby="department-133405404352836-label"> <option value=""></option> </select> <i class="icon-arrow-down" aria-hidden="true"></i> <label id="department-133405404352836-label" class="form-placeholder" for="department-133405404352836">Department</label> <div id="department-133405404352836-err" class="error-wrapper" role="alert"></div> </div> <script type="text/javascript"> FW.onLoad(function () { var configuredVal = ''; if (!configuredVal) { FW.$.getJSON('/static-assets/js/data/department-job-level.json', function (departmentList) { FW.Utils.FormUtilities.initDeptJobDropdown(FW.$('#department-133405404352836'), departmentList['department']); }); } }); </script> </fieldset> <fieldset role="none"> <div class="field-override-checkbox-wrapper" > <label class="checkbox-control cb" aria-labelledby="field-override-checkbox-145533168384912"> I would like a demo of the product. <input id="field-override-checkbox-145533168384912" title="Custom Outreach Request Checkbox" type="checkbox" name="checkbox" class="field-override-checkbox" > <div class="checkbox-control-indicator" aria-hidden="true"></div> </label> </div> </fieldset> <fieldset role="none"> <input type="submit" aria-label="DOWNLOAD YOUR COPY" value="DOWNLOAD YOUR COPY" class="button button--solid button--block" /> <div class="copy_write-text align-center "> <p>By clicking "DOWNLOAD YOUR COPY", I accept the Freshworks <a href="https://www.freshworks.com/terms/" target="_self">Terms of Service</a> and <a href="https://www.freshworks.com/privacy/" target="_self">Privacy Notice</a>.</p> </div> <div class="eu-extra-info "> <div class="gdpr form-field"> <div class="checkbox-wrapper"> <label class="checkbox-control cb col-sm-12 promotional-offers"> <input type="checkbox" class="cb-type" name="send_promotions" value="true" required data-gdpr-consent-error="Please read and check the consent box above" aria-invalid="false" aria-errormessage="send_promotions-err-91824499100004" > <div class="checkbox-control-indicator" aria-hidden="true"></div> <span>I agree to receive occasional information (via mail or phone) about Freshworks products and services. (You can unsubscribe at any time.) </span> </label> <div id="send_promotions-err-91824499100004" class="error-wrapper" role="alert"></div> </div> </div> <div class="signup-terms"> By clicking "DOWNLOAD YOUR COPY", I accept the Freshworks <a href="https://www.freshworks.com/terms/" target="_self">Terms of Service</a> and <a href="https://www.freshworks.com/privacy/" target="_self">Privacy Notice</a>. </div> </div> </fieldset> </form> </div> <script type="text/javascript"> FW.onLoad(function () { FW.Utils.FormUtilities.validation('generic-form', 'form-field', FW.Submit.genericForm); }); window.addEventListener('load', function (e) { }); </script> </div> </div> </section> <section id="" class="l-section casestudy-resource-section " data-scroll-target="" > <div id="" class="l-page container align-center "> <div class="l-section-heading align-center"> <h2 class="align-center">More resources on implementing AI in customer service</h2> </div> <div class="row" id="resource-card-row-162858545573686"> <a class="card-item " href="https://www.freshworks.com/live-chat-software/resources/maturity-assessment/" rel=" " data-filter="card-item" aria-label=""> <div class="card-box col-sm-4 col-md-4 resource-casestudy"> <div class="resource-box"> <span class="tag tag-new">Quiz</span> <div class="resource-box-left"> <div class="lazy-image-wrapper " style=""> <img class="lazy-image resources-box-image" data-src="https://website-assets-fw.freshworks.com/attachments/clkcg7qh500dj2cfn4y2qkdfe-know-your-cx-maturity.one-half.png" data-srcset="https://website-assets-fw.freshworks.com/attachments/clkcg7qh500dj2cfn4y2qkdfe-know-your-cx-maturity.full.png 2x" src="https://website-assets-fw.freshworks.com/attachments/clkcg7qh500dj2cfn4y2qkdfe-know-your-cx-maturity.one-sixth.png" srcset="https://website-assets-fw.freshworks.com/attachments/clkcg7qh500dj2cfn4y2qkdfe-know-your-cx-maturity.one-sixth.png 2x" alt="Know your CX maturity" /> <img class="original-image fadeIn resources-box-image " alt="Know your CX maturity" title="" src="" srcset="" /> </div> </div> <div class="resource-box-right "> <h5 class="resource-heading-dark">Know your CX maturity</h5> <p>Take this quick assessment designed by Forrester to know your CX maturity and get tailored recommendations on how to elevate the customer experience you offer.</p> </div> </div> </div> </a> <a class="card-item " href="https://www.freshworks.com/live-chat-software/resources/cx-personalization-guide/" rel=" " data-filter="card-item" aria-label=""> <div class="card-box col-sm-4 col-md-4 resource-casestudy"> <div class="resource-box"> <span class="tag tag-new">Guide</span> <div class="resource-box-left"> <div class="lazy-image-wrapper " style=""> <img class="lazy-image resources-box-image" data-src="https://website-assets-fw.freshworks.com/attachments/clkcg7opo00dg2cfnwamhb0d2-5-steps-to-delivering-personalization-in-cx.one-half.png" data-srcset="https://website-assets-fw.freshworks.com/attachments/clkcg7opo00dg2cfnwamhb0d2-5-steps-to-delivering-personalization-in-cx.full.png 2x" src="https://website-assets-fw.freshworks.com/attachments/clkcg7opo00dg2cfnwamhb0d2-5-steps-to-delivering-personalization-in-cx.one-sixth.png" srcset="https://website-assets-fw.freshworks.com/attachments/clkcg7opo00dg2cfnwamhb0d2-5-steps-to-delivering-personalization-in-cx.one-sixth.png 2x" alt="5 Steps to delivering personalization in CX" /> <img class="original-image fadeIn resources-box-image " alt="5 Steps to delivering personalization in CX" title="" src="" srcset="" /> </div> </div> <div class="resource-box-right "> <h5 class="resource-heading-dark">5 Steps to delivering personalization in CX</h5> <p>Learn how to deliver truly proactive and personalized experiences with AI-powered chatbots and intelligent automation.</p> </div> </div> </div> </a> </div> </div> </section> <section data-text-list="[]" class="l-section l-section-home section-banner-cta-home align-center section-dark-banner " > <div class="container l-banner "> <h2 class="align-center">Software built for today, ready to scale for tomorrow</h2> <p class="sub-text">Learn more about Freshworks’ powerful AI-driven customer service and support solutions.</p> <div class="align-center pt-md pb-xs"> <a title="Learn more" class="button button--white " rel="" role="button" target="_self" href="https://www.freshworks.com/customer-service-solutions/"> Learn more</a> </div> </div> </section> <section class="l-section faq-section" data-scroll-target="" id =""> <div class="l-page container"> <div class="l-section-heading"> <h2 class="align-center">FAQs on implementing AI in customer support</h2> </div> <div class="row"> <div class="col-md-6"> <div class="accordion-wrapper accordion-85"> <div class="accordion-float-wrapper" id="accordion-header-103952263132320" role="button" tabindex="0" aria-expanded="false" aria-controls="accordion-content-103952263132320"> <h3 class="accordion-heading fs-l">How does AI impact customer service?</h3> <div class="accordion-expand" aria-hidden="true"></div> </div> <div class="accordion-content" id="accordion-content-103952263132320" role="region" aria-hidden="true" aria-labelledby="accordion-header-103952263132320"> <div class="accordion-text "> <p>AI has a significant impact on customer service. AI makes it possible to offer personalized customer support at scale while improving response times and channel availability. Incorporating AI-driven automation in your support processes frees up agent time to handle more complex, high-value tasks. With access to a wealth of data, AI powers advanced analytics to know your customer preferences and needs better.</p> </div> </div> </div> </div> <div class="col-md-6"> <div class="accordion-wrapper accordion-85"> <div class="accordion-float-wrapper" id="accordion-header-76231659630368" role="button" tabindex="0" aria-expanded="false" aria-controls="accordion-content-76231659630368"> <h3 class="accordion-heading fs-l">What is an example of AI in customer service?</h3> <div class="accordion-expand" aria-hidden="true"></div> </div> <div class="accordion-content" id="accordion-content-76231659630368" role="region" aria-hidden="true" aria-labelledby="accordion-header-76231659630368"> <div class="accordion-text "> <p>Chatbots are a great example of AI used in customer service. AI-powered chatbots can interact with customers in real-time and provide instant responses round the clock. Using natural language processing(NLP) algorithms, chatbots can learn from previous customer interactions, understand queries better, and respond accurately</p> </div> </div> </div> <div class="accordion-wrapper accordion-85"> <div class="accordion-float-wrapper" id="accordion-header-142068092947504" role="button" tabindex="0" aria-expanded="false" aria-controls="accordion-content-142068092947504"> <h3 class="accordion-heading fs-l">How does the future of AI in customer service look?</h3> <div class="accordion-expand" aria-hidden="true"></div> </div> <div class="accordion-content" id="accordion-content-142068092947504" role="region" aria-hidden="true" aria-labelledby="accordion-header-142068092947504"> <div class="accordion-text "> <p>With huge strides in generative AI and predictive analytics, AI will further enhance customer support—making customer service more personal and empathetic. AI will enable businesses to give hyper-personalized experiences with insights derived from vast amounts of customer data. Chatbots will be able to give more human-like responses across channels, becoming proficient in understanding context, sentiment, and intent. AI will also become an excellent and trusted assistant for every agent, providing real-time information and recommendations.</p> </div> </div> </div> </div> </div>  </div> </section> <script type="text/javascript" defer> window.socTrack = { siteid: "www.freshworks.com", isFormTrackingEnabled: false, isApiModeEnabled: true }; (function(i, s, o, g) { var a = s.createElement(o); a.src = g; var m = s.getElementsByTagName('head')[0]; m.appendChild(a); })(window, document, 'script', (/^http:/.test(document.location) ? 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