Nearly 89% of industry leaders in India anticipate an unprecedented overhaul in customer experience (CX), driven primarily by advancements in artificial intelligence (AI), according to a report release by Zendesk, a software as a service company.
This evolution is also expected to lead to smaller CX teams, with 73% of leaders in India predicting downsizing due to AI’s efficiency.
“In the near future, AI will play a role in all customer interactions, moving us beyond traditional, manual service to more advanced, technological-driven experiences,” said Craig Flower, chief information officer at Zendesk.
The insights in the report are based on a global survey conducted by Zendesk. Over 1,300 senior CX leaders, including those at the VP level or higher, participated in the survey. Respondents were from countries including Australia, Brazil, India, Mexico, Singapore, Spain, the UK, and the US.
The report highlights that 83% of CX leaders in India are optimistic about AI’s widespread use, predicting that all customer interaction channels will be AI-powered within the next three years. In comparison, only 70% of leaders in Singapore and Australia share this sentiment. Moreover, 92% of Indian industry leaders believe that AI is fundamentally changing everything they know about CX.
Vasudeva Rao Munnaluri, RVP India & SAARC at Zendesk, said: “AI will change everything we know about CX, from the way CX organizations are structured, to the roles of agents and admins, and the way customer experiences are curated. This will lead to more efficient, personalized, and intelligent experiences for both customers and agents.”
AI’s role will extend to handling initial customer inquiries, ensuring consistency across service platforms, and tracking the performance of both human and AI agents. A significant 92% of Indian industry leaders believe that AI agents will be capable of handling questions of any complexity, with AI projected to resolve 80% of interactions globally. As a result, human agents will focus on more complex tasks, while AI uses data to tailor and improve customer experiences.
The report also predicts a fivefold increase in customer service interactions by 2027, with 92% of leaders confident in AI’s ability to maintain quality service. This shift is expected to make operations smoother, decisions sharper, and boost market competitiveness, allowing businesses to scale effectively as customer interactions increase.