Research Report | Artificial Intelligence (AI), Customer experience management

Counter intelligence: using AI to improve customer experience

Communications service providers (CSPs) have the opportunity to use AI in customer service and to improve customer experience, but can they avoid the pitfalls?

Teresa Cottam

18 Apr 2023

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Counter intelligence: using AI to improve customer experience

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Counter intelligence: using AI to improve customer experience

Breakthrough innovations are making 2023 the year of AI, but while there’s hope that it can transform the way companies support and interact with customers, there is a danger that it is being over-hyped. Communications service providers (CSPs) need to be aware of pitfalls as they deploy AI in customer service and to support customer experience.

Read this report to understand:

How CSPs are using AI to improve employee experience (EX), reduce fraud, personalize CX and optimize marketing initiatives.
How to gain real business value from AI
How chatbots have evolved
The pitfalls and challenges of adopting AI
What separates AI success from failure
What’s coming next in AI.

Teresa Cottam