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

Unlock the report and read on for:

• Six key questions to align your team on realistic expectations and commitment before launching AI initiatives.
• Four deployment pathways that translate your answers into a realistic approach and timeline for moving from pilot into production.
• A breakdown of the universal ten-layer stack behind every customer-facing agent, to help inform your purchasing decisions.
• An overview of the vendor market and what current products and commercial models mean for your procurement decisions and future customer service.
• Insights from our research so you can learn from others who’ve already navigated this journey, including mistakes to avoid and best practices to follow.