It is hard to imagine any large organisation without a chatbot or AI assistant these days. But do they really answer customers’ demands? Capgemini investigated what Gen AI can mean for customer service.
Consumers shun customer service
Customer service is no longer just about answering queries and resolving issues. It plays a vital role in brand perception, customer loyalty, and business outcomes. According to recent research by Capgemini, 58% of consumers consider customer service extremely important in shaping their overall perception of a brand. Furthermore, 65% recommend a brand after a positive customer service experience, and 55% become repeat customers when satisfied with the service.
