From chaos to confidence: AI in customer service - the tech is ready, are you?

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AI agents are transforming customer service, with rapidly advancing technology delivering dramatic results. Some organisations running AI agents in production are achieving containment rates as high as 85%, while others have reduced cost-to-serve by up to 40%.

Yet many organisations are stuck at pilot stage, unable to scale and realise these benefits. More often than not, the problem isn’t the technology. Instead, lack of strategic clarity, weak data foundations and unresolved governance gaps block progress. When organisations do reach the vendor selection stage, the overwhelming choices and confusing terminology often lead to poor decisions.

Our latest research on AI in customer service sheds light on these challenges, helping you move forward with confidence, whether you’re just starting out, ready to choose a vendor, or want to maximise the value from existing technology decisions.

A report built on evidence, not opinion

From chaos to confidence: AI in customer service, gives you the complete toolkit to move from pilot to production with confidence, including:

• the six questions to answer before you go anywhere near a vendor shortlist
• four deployment pathways that translate your answers into a realistic approach and timeline
• a full breakdown of the ten-layer stack and where the real differentiation lives
• how to compare usage-based, SaaS platform and outcome-based commercial models
• what "ready" looks like across strategy, capability, data and governance
• findings from our independent assessment of 17 leading vendors across 26 criteria

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