The integration of artificial intelligence (AI) in customer service has changed business operations.
This report presents original research conducted with 600 customer service professionals across industries. These are people who deal with customers directly every day. We found out what they had to say about the growing role of AI in customer service.
- 70% of top leaders believe AI will help their organization grow.
- 45% of G2000 companies will outpace their competition by using real-time AI insights by 2028.
Research Methodology: AI vs. Human Customer Support
Study Design and Participants
This study surveyed 600 customer service professionals from small businesses, mid-sized enterprises, and large corporations across the globe. The study used a combination of:
- Online Surveys – 500 structured responses
- In-depth Interviews – 100 professionals
- Case Study Analysis – 5 businesses utilizing AI-driven support
AI is the future – it is time to gear up and prepare! As customer expectations for instant solutions rise, businesses are adopting AI to meet these demands.
Has your organization invested or is it in the process of planning to invest in AI in customer service tools?
Why AI is Gaining Popularity in Customer Support
Businesses are increasingly adopting AI to enhance customer service. Here’s why:
- Faster Responses: AI quickly addresses customer queries, cutting down wait times.
- Cost Efficiency: It performs multiple tasks without the need for extra staff.
- Continuous Improvement: AI learns from every interaction, providing smarter assistance.
- Round-the-Clock Support: It ensures customers receive help anytime, day or night.
The Solution:
AI-powered tools such as Zendesk, ControlHippo, and Freshdesk empower companies to deliver timely and accurate customer support.
Despite the growing use of AI, our survey found that more than 42% of customer support professionals are unaware of their company’s AI strategy. This underscores the importance of clearer communication and visibility regarding AI implementation in support teams.
- 53% of customer support professionals say their companies prioritize human-driven customer support.
While AI is transforming customer support, human connection remains invaluable. Support representatives bring contextual problem-solving skills and genuine empathy, enhancing the customer experience in ways AI cannot replicate.
How does your organization primarily approach customer support?
Remember, embracing a human-first approach doesn’t mean technology is overlooked.
Our survey reveals that 37% of companies are creating a hybrid approach model.
More companies are combining AI’s efficiency with human expertise, a trend expected to grow as AI investments continue to rise. AI manages routine queries, while customer support teams handle more complex issues that require human insight.
However, prioritizing human-first support doesn’t mean sidelining technology. Instead, it’s a strategic approach—ensuring customers receive prompt assistance while allowing agents to focus on high-value interactions.
75% of CX leaders see AI as a force for amplifying human intelligence, not replacing it.
30% of support professionals appreciate AI for streamlining repetitive tasks, freeing up time for more critical interactions.
The Real Potential Of AI-Powered Customer Service
The biggest advantage of AI in customer support is that it can easily automate repetitive tasks. It also delivers predictive insights into customer expectations to meet them effectively.
59% of customer support professionals believe AI can improve the quality of their work and make customer interactions more efficient.
Which AI-powered features do you find most valuable for enhancing customer support operations?
- Not sure of direct benefits – 35%
- Predictive analytics for customer needs- 24%
- Automation of routine tasks- 26%
- AI-powered knowledge base- 15%
The Power of AI Is Effective Personalization
Besides automating repetitive tasks, one of the biggest advantages of using AI in customer support is personalization of customer experiences.
- 60% of customers expect businesses to deliver personalized interactions.
- 73% of customers get frustrated when companies do not deliver personalized interactions.
AI enhances customer support by leveraging data for hyper-personalized interactions. Integrated with CRM and business apps, AI provides real-time access to customer details, eliminating repetitive questions so agents can focus on solutions.
AI-powered insights enhance self-service and agent interactions by analyzing sentiment, tracking key topics, and identifying trends. This intelligence helps businesses proactively improve service excellence, ensuring each customer receives a tailored, efficient, and satisfying experience across all channels.
Bringing to the Table – ControlHippo AI Chat Assistant – Smarter Conversations, Seamless Support
The AI Knowledge Base ensures consistent, accurate responses by storing essential company information, FAQs, and policies.
With AI Smart Reply, agents get instant, AI-suggested responses they can edit or send directly, improving efficiency.
The AI Writing Assistant helps translate messages and adjust tone for clear, professional communication.
AI Smart Summary condenses long conversations into key insights, saving time and improving customer interactions.
Beyond automating routine tasks, AI excels at predicting customer behavior, helping businesses anticipate needs and enhance interactions.
One key AI-driven feature gaining popularity is the recommendation engines, which suggest relevant help articles based on customer queries, streamlining support and improving self-service experiences.
Key Insights from Industry Experts:
- 14% of professionals recognize AI’s role in predicting customer behavior.
- 26% see value in recommendation engines improving support efficiency.
- 18% believe AI-driven personalization enhances customer interactions.
“AI holds immense potential to analyze data and craft personalizedThe solutions, elevating customer interactions beyond mere automation. Its true power lies in creating seamless, efficient experiences that make customers feel heard and valued. To maximize its impact, AI must be strategically implemented, aligning with customer expectations to drive meaningful engagement and tangible results.”
47% of customer support experts agree that AI tools are highly accurate in handling customer queries.
How accurate do you think AI is in solving customer queries?
40% of support professionals believe that AI is effective in resolving customer queries.
The Final Verdict
Our survey confirms that AI is revolutionizing customer support, but the human touch remains essential.
ControlHippo bridges this gap by combining AI-driven efficiency with personalized interactions, ensuring customers receive fast and tailored support.
The Key Takeaway?
The future of customer support lies in the perfect synergy between technology and human expertise to enhance customer experiences.
Updated : April 7, 2025
Supriya is a proficient content developer with significant expertise in the domain of omnichannel communication solutions. She has a proven track record of delivering insights that empower organizations to optimize customer engagement. Passionate about the evolving landscape of business communication technology, Supriya stays at the forefront of trends in the field.
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