emerging
Assistant-First Customer Service
The rising popularity of personal AI assistants is driving a shift towards assistant-first customer service interactions.
Themes
Timeframe
near-term
Impact areas
Detailed Analysis
Consumers are increasingly relying on personal AI assistants to manage various tasks, including customer service interactions. "67% of consumers say they’re eager to offload tasks like handling customer service issues to a personal AI assistant." This trend requires companies to adapt and design seamless assistant-first experiences. "By 2027, nearly all (87%) CX Trendsetters will design an experience for consumers to use AI assistants across the customer journey." This involves reimagining customer service channels and enabling direct communication between AI assistants and company systems.
Context Signals
Consumer favorability of AI in CX has increased to 67%, up 10 percentage points year over year.
81% of consumers believe AI has become part of modern customer service.
Different generations have varying preferences for how they use AI assistants.
Edge
Companies that proactively integrate their services with popular AI assistant platforms will gain early adopter advantage.
The rise of assistant-first interactions will create new data streams that can be used to personalize customer experiences further.
Security and privacy concerns related to AI assistant access to personal data will need to be addressed to maintain consumer trust.
