AI-Powered Customer Service Grows in India—Can It Solve Delays and Improve Efficiency?

The most recent research conducted by ServiceNow provides light on the growing use of artificial intelligence chatbots among Indian consumers. Eighty percent of Indian consumers are currently using AI to track complaints, obtain product suggestions, and access self-help guides. The fact that five out of six consumers rely on artificial intelligence for decision-making shows the deep integration of AI into everyday life.  

The ServiceNow Customer Experience Report indicates that the application of artificial intelligence is broad. 84% of people use artificial intelligence to make suggestions for shopping, 82% of people depend on AI to make advice for food and dining, 78% of people get advice from chatbots when making decisions about assets.  

Customer service latencies remain to be an issue, despite the growth of artificial intelligence. Over the period of the year before, Indian customers wasted 15 billion hours of time while waiting on hold, despite the fact that wait times decreased by only 5%. Because of inefficiencies, firms face a risk of losing clients; according to research, 89% of Indians would switch brands if the service proved to be slow.  

When it comes to resolving issues businesses only spend 16% of their time, while the remaining time is wasted on administrative activities. The customer support process is further slowed down by the presence of disconnected systems and manual processes. Agent AI has the potential to bridge this gap by automating workflows, providing predictive solutions, and providing real-time responses. This is despite the fact that 49% of buyers want faster resolutions, 48% require better-trained agents, and 46% want shorter waiting times.  

Sumeet Mathur, who belongs to ServiceNow India, believes that AI will not replace human agents but rather improve their efficiency, enabling them to focus on interactions that are more complex that involve a high level of emotion.  As a result of the fact that 52% of customer care representatives believe that generative artificial intelligence could open up time for better customer assistance, the future of customer service will be a hybrid model, in which human agents and AI agents will collaborate to provide a seamless experience.