Adopting AI is easier said than done

The benefits of AI — streamlined processes, reduced costs, and faster service — are clear. Yet, implementation often proves more complex. Many organisations face similar challenges: staff shortages, high customer expectations, and, in particular, technology that fails to integrate seamlessly. Interestingly, organisations that do succeed in integrating their service channels into a single platform report 1.4 times more often a successful AI implementation. The key takeaway? Without a solid foundation, AI remains a promise rather than a practical solution.

 

AI agents lighten the workload

The next phase in AI development is the rise of AI agents. While AI initially focused on providing information, we now see systems that take autonomous action — from answering frequently asked questions to offering personalised recommendations. Organisations using these systems expect to reduce costs and resolution times by an average of 20%. For employees, this means more time to focus on more complex and challenging cases. It is no surprise that 79% of service leaders consider investing in AI agents essential to remain competitive in the years ahead.

A great example is Simplyhealth, which placed AI at the core of its strategy. Through digital self-service and smart agents, they now support nearly three million customers more efficiently and personally. OpenTable offers another strong example. By integrating their systems and leveraging AI intelligently, they’ve enhanced global customer support — resulting in shorter wait times and noticeably improved customer satisfaction.

 

From chatbot to conversation partner

When thinking of AI in service, chatbots often come to mind — but those days are behind us. The latest generation of conversational and multimodal AI is transforming customer interactions, making them more fluid and intuitive. Customers switch effortlessly between chat, voice, and even video — without having to repeat their story. The benefits are clear: reduced waiting times, increased self-service, and lower operational costs. More importantly, AI is increasingly able to speak the customer’s language while staying true to your brand’s tone of voice.

 

AI makes Field Service smarter and more efficient

AI is also proving its value beyond digital channels. Technicians spend, on average, over seven hours a week on administration and planning — valuable time that could be better spent with customers.

AI is changing that. Think of automatically generated work orders, optimised routing, or augmented reality tools that assist with repairs. The result: less waste, greater productivity, and safer working conditions. No less than 85% of Field Service leaders are planning to expand their AI investments in the coming year.

 

Conclusion: humans and AI as partners

These four trends make one thing clear: AI is no longer an experiment — it has become a fully-fledged partner within the service organisation. Not as a replacement for people, but as a powerful complement that accelerates processes and enhances the customer experience. Organisations that integrate their systems, deploy AI agents, and embrace conversational AI are already paving the way towards a more intelligent and customer-focused future.