报告显示,AI改变客户服务效率,但人类仍倾向于同情他人。 Report shows AI transforms customer service efficiency, but humans still preferred for empathy.

根据Capgemini研究院的一份报告,Gen AI和代理AI正在通过提高效率和满意度来改变客户服务. A report by Capgemini Research Institute indicates that Gen AI and agentic AI are transforming customer service by enhancing efficiency and satisfaction. 尽管86%的组织使用或探索General AI,但大多数消费者仍然偏爱人类代理人,以同情和解决问题。 Despite 86% of organizations using or exploring Gen AI, most consumers still prefer human agents for empathy and problem-solving. AI被视为塑造品牌形象的关键,其积极互动导致更多的建议和重复经营。 AI is seen as crucial for shaping brand perception, with positive interactions leading to more recommendations and repeat business. 预计客户服务的未来将混合AI和人力代理,以最大限度地提高效率和个性化。 The future of customer service is expected to blend AI and human agents to maximize efficiency and personalization.