India Customer Service Redefining Client Experience Through AI, Chatbot Systems

I.P. Park, president and chief technical officer for LG Electronics, speaks on artificial intelligence during a keynote address at the 2019 CES in Las Vegas, Nevada, U.S. January 7, 2019. (Photo: REUTERS/Steve Marcus)

India's customer service sector is redefining experiences for clients through increased use of artificial intelligence (AI) and chatbots who assist in various assistance processes. It is further expected that the use of AI technology will increase over the coming years.

According to Financial Express, the Salesforce 2019 State of Service report revealed that 93 percent of companies believe that their customer service needs to transition to more technologically-advanced systems. Decision makers in Indian firms said this is a major priority.

Indian business people are promoting developments in skills among employees to improve the experience of customers and to attract potential clients. Many company leaders believe that technological applications such as AI and chatbot responses help with workflow and customer experience.

While companies in India are increasing their investments in AI and chatbot use, there is still a need to raise awareness on the matter among traditional firms. Still, the Salesforce report suggested that the use of AI and chatbots in customer service sectors will expand significantly within the next two years.

The report also revealed that 85 percent of Indian companies are investing largely on technological agent training to further help employees with the workload. 89 percent of Indian agents said work roles are now more strategic and executives are more welcome to the idea of tech transitions these days.

Amid increased interest for artificial intelligence in the Indian business sector, some analysts noted that AI processes are still unable to fully resolve problems that human workers can. Industry experts have also started releasing books and studies on the negative effects of unregulated artificial intelligence in business.

Multiple advocacy groups have called for regulations to ensure that the use of AI in business and other sectors will be grounded on ethical foundations. In India, experts are calling for policymakers to study the effects of increased AI, chatbot, and machine learning use on ordinary citizens.

Despite some opposition and doubts about the increased use of advanced technology in businesses, particularly in the customer service sector, many IT (information technology) firms are betting on artificial intelligence due to the tech's contributions to overall revenue. The revenue growth in IT sectors enticed other companies outside of customer service to adopt digitization and AI systems.

Tata Consultancy Services Limited (TCS) is one of the Indian IT leaders that saw its digital arm contribute 30.1 percent to the firm's total revenue. Wipro and Infosys also posted significant hikes under their businesses that involved automation and artificial intelligence.

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