Zendesk, a company that provides AI solutions for CX (Customer Experience) with a strong presence in the betting market serving notable clients such as EstrelaBet, Aposta Ganha, and Vai de Bet, among others, has just released a detailed report on customer experience based on artificial intelligence tools.
According to the report, nearly 74% of industry leaders in Brazil anticipate the end of traditional CX, paving the way for new practices driven by Artificial Intelligence (AI).
Zendesk envisions a future where customer experience organizations become leaner, faster, and more effective, with AI leading the charge to streamline processes, personalize engagement, and manage a higher volume of customer interactions.
The report reveals that 87% of industry specialists in Brazil believe that the volume of customer service interactions will increase fivefold by 2027.
The roles of CX professionals are expected to evolve significantly as service agents develop technical skills and a deeper understanding of technology to effectively use AI and deliver superior customer experiences.
According to the survey, 82% of respondents in Brazil believe that agents will have access to highly customizable dashboards, optimizing data access and workflow management. Additionally, 83% foresee that AI-driven content creation tools will enable real-time development of visually rich and interactive documentation.
At the same time, managers will take on more strategic roles, managing automated interactions and making AI-driven improvements to ensure more efficient operations.
The research indicates that 86% of CX leaders in Brazil believe that agent recruitment will focus more on AI and data skills. Furthermore, 78% expect agent roles to evolve into multifunctional positions for holistic service, while 84% see workforce management becoming increasingly automated.
CX leaders will become customer-centric visionaries, using AI strategically to make smarter decisions and guide their teams through emerging technological trends and evolving customer behaviors.
Artificial Intelligence will handle initial inquiries and maintain service consistency, resolving 80% of interactions, while human agents will focus on complex tasks. This shift will enhance the customer experience, maintain service quality, and increase market competitiveness, leading to efficient teams, cost control, and effective scalability.
As the industry evolves, staying agile and prepared for future AI-driven technological changes will be crucial for sustained success.
For detailed analysis and insights into the potential challenges faced by CX leaders, the full report can be downloaded at the following link: "The Future of CX Enabled by AI."
"At Zendesk, we are on a mission to deliver exceptional service to every person on the planet. As an industry leader in customer experience, we help companies bring together the best of AI agents, workflow automation, and human agents for their customers and employees. With our software and expertise, companies deliver services that increase customer loyalty and drive revenue at a reduced cost," the company emphasizes.
Source: GMB
