By 2027, AI is expected to handle 60 percent of Australian customer inquiries

Australian customer service is expected to change significantly over the next three years as artificial intelligence (AI) becomes more integrated into operations. New research shows AI currently solves 31 percent of customer service cases in Australia. According to forecasts, this proportion will rise to 60 percent by 2027.

AI priorities

AI has moved to the forefront of priorities for service managers in Australia. Local organizations are focusing on AI to reshape customer experience strategies.

At the heart of this shift is AI’s growing ability to act as an independent agent, completing routine and repetitive tasks, allowing human agents to address more complex customer needs.

“AI is now undeniably the top priority for Australian service leaders as our local organizations evolve and improve their customer experience approaches. This monumental shift to the ‘agent enterprise’ will unlock valuable human talent to focus on complex…