EY India: AI lifts service up to 50% for achievers
Business
A new EY India report says organizations realizing the highest value from AI in customer service reported up to 50% or higher improvements.
But here's the catch: not all companies are getting the same results. EY groups them as "Achievers, Challengers, or Aspirants," depending on how much value they're actually getting from AI.
Only 23% achievers in customer-service AI
Only 23% of firms are "Achievers," making the most of tech like voice AI to boost both customer experience and agent productivity.
The rest, Challengers (33%) and Aspirants (44%), aren't seeing as much impact yet.
EY experts point out that having strong data systems and good governance is crucial if companies want to really unlock AI's full potential across their customer service teams.