AI Revolution in Customer Experience: Indian Leaders Predict Major Shifts

89% of Indian leaders predict AI-driven overhaul, smaller CX teams: Report

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.

83% of leaders in India say traditional CX will be dead in 3 years: New Zendesk study

91% believe the pace of change in CX is becoming overwhelming and is expected to intensify further within the next three yearsZendesk today released its Future of AI-powered CX report, forecasting a radical overhaul of the customer experience industry. In the next three years, a complete revamp is anticipated, with 89% of industry leaders in India believing CX will undergo a period of unprecedented change over the next three years, transforming the industry as we know it. "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, Zendesk. "That's why leaders are proactively adjusting their strategies now to navigate the anticipated changes and leverage AI to its fullest potential. A transformation won't happen overnight, but there will be a steady progression that develops over time. It's going to redefine roles and improve experiences for CX teams and their customers." "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," said Vasudeva Rao Munnaluri, RVP India & SAARC, Zendesk. "Industry leaders in India predict a future where AI seamlessly powers every aspect of the customer experience, leading the region in their enthusiasm and optimism for its potential. Yet, only 25% would describe their AI adoption as advanced. To address this gap, they need to prioritize investments in enhancing security, efficiency and personalization in customer interactions with the help of AI. Putting the right foundation in place will ensure businesses are set on their path to long term growth." The new CX organization Zendesk envisions a future where CX organizations become leaner, faster, and more effective, with AI at the helm to streamline processes, personalize engagement, and handle a higher volume of customer interactions. Industry leaders in India lead the region in their optimism for the widespread use of AI, with 83% believing all channels will be powered by AI in just three years. Leaders in Singapore and Australia record more muted responses with just 70% of them agreeing. 92% of industry leaders in India also believe that AI is changing everything they know about CX. The evolution will likely lead to smaller CX teams, as 73% of them predict a downsizing due to AI's ability to simplify operations while delivering high quality service to customers. AI will play a pivotal role in every customer interaction, stepping in to handle initial inquiries and maintain consistency across all service platforms. It will also track the performance of both human and AI agents to deliver exceptional service. An overwhelming majority (92%) of industry leaders in India believe that AI agents will be equipped to handle questions of any complexity. With AI projected to resolve 80% of interactions globally, human agents will turn their focus to more complex tasks, while AI uses data to tailor and improve each customer's experience. 92% of them also believe there will be a fivefold increase in customer service interactions by 2027, with leaders confident in AI's ability to maintain quality service. This shift will make operations smoother, decisions sharper, and boost market competitiveness. As AI takes over routine tasks, it will enable teams to be more efficient and control costs, allowing for effective scaling of business operations even as customer interactions increase. Immersive experiences will move in a new direction AI's impact on CX will lead to more immersive customer experiences, with 96% of industry leaders in India forecasting a future where every customer interaction becomes an evolving blend of commerce, service, and support, significantly enhancing customer engagement. Furthermore, agents will become an integral part of this enhanced experience, equipped to leverage real-time data for sophisticated troubleshooting. In India, 97% of leaders believe agents are embedded into the experience, viewing and leveraging events and data in real-time to handle complex troubleshooting. Additionally, 95% of leaders believe self-service will expand beyond websites, extending into apps, SuperApps, IoT devices, and augmented platforms, ensuring that personalized, efficient experiences are always available to customers. Tech-savvy agents will be the new norm AI's impact on CX organizations promises to be significant, reshaping the roles of agents, admins, and leaders to prioritize specialized skills. Agents will see their roles expand to include enhanced technical skills and a deeper understanding of technology: Agents will grow more adept at using AI, gaining technical skills, with 86% of industry leaders in India believing that in 3 years, agents will be trained primarily using AI simulated scenarios. Agents will develop in-depth, specialized knowledge, and 81% of leaders in India believe that AI-assisted support will augment human agents by providing real-time diagnostic assistance and solution recommendations. Soft skills will be refined, and work will be more efficient in an unified workspace. Proficiency with AI tools, advanced problem-solving, and continuous learning will be crucial for agents. In fact, 86% of CX leaders in India believe that in 3 years, agent recruitment will focus more on AI and data skills. This change will help them provide superior customer experiences, boosting their productivity and the quality of their service. Admins to take on more strategic roles Admin roles are on the cusp of a big change, becoming proactive guardians of business operations. They will increasingly rely on AI copilots and smart tools to manage automated interactions and make AI-driven improvements. In their day-to-day, admins will keep a real-time pulse on the quality of agent interactions, refine automation, predict staffing needs, and implement workflows suggested by AI. They will need to master using AI to enhance team performance, employ no/low-code tools for automation, make data-driven decisions, and balance workload between humans and AI to meet customer needs. It is perhaps why 86% of CX leaders in India believe that in 3 years, the skillset of the team will look radically different than today. This evolution will empower admins to spearhead strategic advancements and maintain efficient, effective operations. CX leaders will lead AI integration Industry leaders will transform into customer-centric visionaries, equipped with a deep understanding of the solutions that truly resonate with customers. They will proactively apply AI, using real-time data for better customer experiences, and collaborate across departments to safeguard customers and swiftly innovate based on AI insights. This transition will empower CX leaders to deploy AI strategically, make smarter decisions, and effectively guide their teams through emerging tech trends and evolving customer behaviors. The rapid pace of change As the industry progresses, keeping pace with rapid advancements in AI technology will be crucial. Staying agile and ready for future shifts in the CX landscape is vital for sustained success. For a detailed analysis and insights into the potential challenges facing CX leaders, download the complete Future of AI-powered CX report. Methodology Zendesk conducted a global survey of over 1,300 senior CX leaders, those at the VP level or higher, from countries including Australia, Brazil, India, Mexico, Singapore, Spain, the UK, and the US, to gather insights into their perspectives and predictions for the future of CX over the next three years. About Zendesk At Zendesk, we're on a mission to power exceptional service for every person on the planet. As the industry leader in customer experiences, we help businesses bring together the best of AI agents, workflow automation, and human agents for their customers and employees. With our software and expertise, businesses deliver service that increases customer loyalty and drives revenue at a reduced cost. Learn more at www.zendesk.com.

The Zendesk Future of AI-powered CX Report 2024 India Data

Indian industry leaders say traditional CX will be dead in 3 years. They feel AI is disrupting the way businesses function, and the CX industry will experience seismic changes. 83% of leaders in India say traditional CX will be dead in 3 years. They believe all channels will be powered by AI in just three years. [GLOBAL: 77%] The Impact of AI 92% of industry leaders in India say AI is changing everything they know about CX. [APAC: 89%] [GLOBAL: 88%]83% of CX leaders feel AI is going to make or break businesses. [APAC: 82%] [GLOBAL: 78%]95% of CX leaders feel AI will be good for business. [APAC: 92%] [GLOBAL: 89%] Expanding Volume, Increasing Velocity 89% of CX leaders believe CX will undergo a period of unprecedented change over the next 3 years, transforming the industry as we know it. [APAC: 89%] [GLOBAL: 86%]92% of CX leaders believe that the volume of customer service interactions will increase 5 times by 2027. [APAC: 88%] [GLOBAL: 83%]91% of CX leaders believe the pace of change in CX is becoming overwhelming and is expected to intensify further within the next three years. [APAC: 91%] [GLOBAL: 84%] Indian industry leaders predict a near future where AI seamlessly powers every facet of customer interaction. Automation Across The CX Chain 83% of CX leaders in India believe that in 3 years all channels will be powered by AI. [APAC: 79%] [GLOBAL: 73%]92% of CX leaders believe self-service will be fully automated and self-updating, ensuring seamless handoff when human intervention is necessary. [APAC: 90%] [GLOBAL: 88%]91% of CX leaders in India believe that in 3 years advanced monitoring and AI algorithms will enable systems to autonomously identify, diagnose, and rectify common issues without human intervention. [APAC: 81%] [GLOBAL: 76%] Smarter AI-gents 92% of CX leaders believe AI agents (aka evolved chatbots) will be equipped to handle questions of any complexity. [APAC: 89%] [GLOBAL: 85%]90% of CX leaders believe agents, augmented and co-piloted by AI, will become deep experts, focusing on higher-value, complex interactions. [APAC: 89%] [GLOBAL: 88%]90% of CX leaders believe agents and admins will be empowered to easily design, manage, and refine automated interactions and workflows for optimized efficiency. [APAC: 90%] [GLOBAL: 88%] More Personalised Experiences 95% of CX leaders believe every experience will be instantly tailored to reflect who the customer is. [APAC: 94%] [GLOBAL: 89%]92% of CX leaders believe solutions and offers will be preemptively offered based on past interactions. [APAC: 93%] [GLOBAL: 89%]93% of CX leaders believe proactive support will transform customer interactions by identifying and addressing concerns before they escalate. [APAC: 91%] [GLOBAL: 89%]97% of CX leaders believe tone of voice will adapt to emotional cues and reflect brand voice. [APAC: 91%] [GLOBAL: 88%] Indian industry leaders forecast a shift towards more enriched, immersive customer experiences, thanks to new technologies. 96% of CX leaders believe every interaction is a blend of commerce, service, and support, enhancing customer engagement. [APAC: 93%] [GLOBAL: 90%]97% of CX leaders believe agents are embedded into the experience, viewing and leveraging events and data in real-time to handle complex troubleshooting. [APAC: 94%] [GLOBAL: 90%]95% of CX leaders believe self-service will expand beyond websites, flourishing within apps, SuperApps, IoT, and augmented platforms. [APAC: 93%] [GLOBAL: 89%] Trust will be enhanced 92% of CX leaders believe security measures, including biometric verifications, will be seamlessly integrated into customer interactions, ensuring robust protection while maintaining user ease. [APAC: 92%] [GLOBAL: 89%]97% of CX leaders believe Explainable AI will enhance trust by providing transparent, understandable explanations for AI decisions and data usage. [APAC: 92%] [GLOBAL: 91%] Indian industry leaders are feeling the pressure to adopt AI into their CX organisations 92% think it's very important to adopt/update AI for the customer service experience. [APAC: 92%] [GLOBAL: 92%]Only 25% see/describe their AI adoption as advanced. [APAC: 25%] [GLOBAL: 30%]The top obstacles or challenges Indian, APAC and global leaders report facing when adopting AI are the same, which are:Determining how to maintain the human touch while implementing AI (81%)Ensuring the privacy and security of customer data in AI applications (80%)Simply keeping up with rapid advancements in AI technology (79%)Staying compliant with changing data regulation laws (79%)Customer acceptance of AI-driven customer service (78%)The top priorities Indian leaders report facing when adopting AI are:Improving data security or cybersecurity (INDIA: 50%) [APAC: 30%] [GLOBAL: 32%]Investing in new customer experience technology (INDIA: 46%) [APAC: 28%] [GLOBAL: 31%]Adding/expanding AI and automation in service delivery (INDIA: 45%) [APAC: 28%] [GLOBAL: 91%]Adding/expanding Generative AI into the customer experience (INDIA: 45%) [APAC: 26%] [GLOBAL: 29%]Enhancing/optimising self-service support (INDIA: 41%) [APAC: 27%] [GLOBAL: 27%] Indian industry leaders expect AI to transform the CX organisation and customer service roles within 3 years. Agent roles will evolve - and CX will become a revenue driver 74% of CX leaders believe the agent workforce will be reduced significantly. [APAC: 74%] [GLOBAL: 67%]86% of CX leaders believe agent roles will evolve to cross-functional roles for more holistic service. [APAC: 77%] [GLOBAL: 73%]78% of CX leaders believe that the CX department will finally become a revenue driver. [APAC: 76%] [GLOBAL: 73%]86% of CX leaders believe the skillset of the team will look radically different than today. [APAC: 77%] [GLOBAL: 75%]86% of CX leaders believe agent recruitment will focus more on AI and data skills [APAC: 77%] [GLOBAL: 73%]86% of CX leaders believe agents will only handle complex escalations that involve in-depth troubleshooting and support. [APAC: 76%] [GLOBAL: 71%]83% of CX leaders believe AI will supervise agents. [APAC: 74%] [GLOBAL: 67%] Workflows will be streamlined and optimised 83% of CX leaders believe agents will see their workflows streamlined by AI. [APAC: 83%] [GLOBAL: 77%]81% of CX leaders believe decision-making will be even more dependent on data than it is today. [APAC: 78%][GLOBAL: 77%]85% of CX leaders believe teams will be primarily focused on providing custom solutions for high-value customers as lower tiers of support are handled via automation. [APAC: 77%] [GLOBAL: 71%]74% of CX leaders believe wait times will disappear. [APAC: 72%] [GLOBAL: 70%]84% of CX leaders believe agents will have access to highly customizable dashboards, enabling them to configure their own interfaces for optimized data access and workflow management. [APAC: 77%] [GLOBAL: 75%]87% of CX leaders believe AI-powered content creation tools will develop visually rich and interactive documentation in real-time. [APAC: 80%] [GLOBAL: 75%]86% of CX leaders believe agents will be trained primarily using AI simulated scenarios. [APAC: 78%] [GLOBAL: 74%]81% of CX leaders believe AI-assisted support will augment human agents by providing real-time diagnostic assistance and solution recommendations. [APAC: 76%] [GLOBAL: 73%]82% of CX leaders believe agent workforce management will be increasingly automated, relying on AI to determine staffing needs and scheduling. [APAC: 75%] [GLOBAL: 72%]

AI will overhaul CX, downsize teams, believe 89% industry leaders: Report

"AI will change everything we know about CX, from the way CX organisations are structured, to the roles of agents and administrators, and the way customer experiences are curated. This will lead to more efficient, personalised, and intelligent experiences for both customers and agents," said Vasudeva Rao Munnaluri, RVP India & SAARC at Zendesk.