“Artificial Intelligence” – it’s on everyone’s lips these days, and the hype is truly justified when it comes to customer experience (CX).

Remember the days when AI was a futuristic concept largely confined to sci-fi movies? Well today it’s the bedrock of modern customer service... It’s transforming interactions, driving personalisation and redefining efficiencies as we know them.

The world is just getting to grips with the potential of AI and what it can do. The market has experienced remarkable growth, largely fuelled by the increasing demand for 24/7 customer services.

A few years ago, experts from Gartner had predicted that by 2022, a massive 85% of customer interactions would be managed without human agents. Fast-forward to 2024, and we are living in that reality where AI has revolutionised the customer experience in ways we could only have imagined.

So, how exactly has AI made its mark on customer service? Let’s take a deep dive:

24/7 Support – Enhancing Customer Interactions:


AI-powered chatbots and widgets, like the one employed by myReach, have transformed the nature of customer interactions. They ensure instant responses 24/7, around the clock, eliminating waiting times and leading to incredible levels of customer satisfaction. No more “opening hours” for customer support – with AI-powered widgets, businesses are “always open”.

Driving Personalised Experiences:


In this era of AI, personalisation is the name of the game. Today’s customers expect more from brands... A one-size-fits-all approach no longer cuts it. AI helps organisations use predictive intelligence and deep learning algorithms to deliver unique, hyper-personalised experiences tailored to each customer’s needs and preferences.

Streamlining Customer Service Operations:


The AI revolution has led to significant streamlining in customer service operations. From automating routine queries to hand-holding customers throughout their journey, AI is doing it all. A feature-rich widget like myReach’s leverages AI to streamline customer-agent interactions and ensure more prompt, effective resolutions.

Transitioning into this new world of AI doesn’t mean replacing the human touch entirely. Instead, it frees up your human workforce to focus on higher-level tasks while AI handles the repeatable, routine functions.

As we step further into 2024, the bond between AI and customer service is only set to deepen, promising more innovation, more personalisation and better customer experiences than ever before.