AI agents continue to impact CX What ’ s clear is that AI agents will have a profound impact on CX . But while AI agents will play a significant role in shaping the future of customer experience , businesses must strike a balance between automation and human interaction . By leveraging AI for simple queries and preserving human involvement for complex cases , companies can achieve cost savings , improved productivity and enhanced customer satisfaction .
While Matthias doesn ’ t believe that 100 % of all interactions will be fully automated in the future , he sees “ huge potential , let ’ s say about 80 %” for the automation of simple questions and processes .
158 July 2024