A new report from ServiceNow, based on a survey of 34,000 individuals across 18 countries, indicates that companies are overly focused on efficiency in customer service, often at the expense of the human experience. The report, which includes insights from Eric Bensley, vice president of product marketing for CRM at ServiceNow, suggests that AI can be leveraged to improve customer satisfaction by analyzing interactions for empathy and responsiveness. AI tools can also provide real-time context and personalized support to service representatives, enabling them to better understand and address customer needs. AI
IMPACT AI can be used to improve customer service by analyzing interactions for empathy and responsiveness, and by providing personalized support to representatives.
RANK_REASON Article discusses a report and expert opinions on AI's role in customer experience, rather than a new product release or research finding.
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