6 Hrs
Source:
الاقتصادية
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AI to manage 60% of customer service within two years
It is expected that artificial intelligence technology will handle around 60% of customer service tasks in the region over the next two years, compared to approximately 10% currently, as technology advances and companies increasingly adopt it. The use of AI will begin with specific applications and measuring their outcomes before expanding further. This is anticipated to contribute to reducing employee turnover rates, which range between 12% and 15% monthly, while also improving efficiency and lowering costs. Additionally, some mentally demanding tasks will be automated, with the possibility of gradually phasing out a portion of call center jobs. It is projected that by 2030, the sector's reliance on AI will reach about 90%, with ongoing rotation between intelligent agents and human employees to manage calls.
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