How AI is Changing Customer Service: What It Means for Businesses and Workers
Artificial Intelligence (AI) is making a big splash in customer service, with companies like Ada using advanced technology like OpenAI’s GPT-4 to transform how they handle customer interactions. This change is bringing faster responses, better service, and cost savings for businesses, but it also has some downsides, especially when it comes to jobs in call centers and BPOs. Let’s explore how AI is reshaping customer service, what it means for businesses, the good and the not-so-good sides of it, and how it might affect the people working in the industry. AI-Powered Customer Service: A Game Changer? Businesses are turning to AI more and more to make customer service smoother and faster. For example, Ada started with simpler AI tools and has now moved to GPT-4, which is much smarter and more capable of understanding and responding to customer questions. By 2025, experts predict that AI will handle up to 95% of all customer interactions. This doesn’t mean people will lose their jobs overn...