Customers' own AI assistants will add to your support workload, Salesforce says
Why it matters
Customer service teams should plan for AI agents contacting them on customers' behalf, not fewer contacts, because agents hit dead ends and need follow-up.
Ask your team
Can our support channels handle requests from customers' AI agents, and who answers when those agents get stuck?
What happened
Salesforce argues that consumers' personal AI agents will send more traffic to company contact centers than they take away. Agents can handle simple jobs like cancelling a subscription or booking a table without a call, but they lack the full picture of a customer's history with a business.
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Impact on Retail & e-commerce · Software & SaaS
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