Why can introducing AI in customer service increase costs?

A company can end up paying for more systems, integrations and specialists while leaving the original process layers in place. The new technology then adds to existing costs instead of replacing them.

Which metric should be tracked instead of the number of deployed automations?

For each use case, track the specific impact on cost, resolution time, number of handoffs, service quality or business outcome and compare it with the total cost of that automation.

Companies are deploying AI across customer service, but survey data show costs are not falling and sometimes are rising

2 hours ago.

A survey of 150 customer-service and IT leaders shows a striking gap between the breadth of AI deployment and financial results. No respondent reported a significant cost reduction from AI, and two thirds reported higher costs. The cause lies not only in the technology: companies use too many platforms, have inconsistent governance and add new tools to operating models designed before AI.

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Companies are deploying AI across customer service, but survey data show costs are not falling and sometimes are rising

Do you want to read the whole article?Get a subscription for free or from CZK 58 per month

Do you want to read the whole article?
Get a subscription for free or from CZK 58 per month