AI-enabled automated customer service, the top AI use case for Indian organisations

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AI-enabled automated customer service
AI-enabled automated customer service, the top AI use case for Indian organisations

For 2020, AI-enabled automated customer service agent is the top AI use case

As the COVID-19 pandemic kept millions at home and face-to-face interactions diminished across industries, AI-enabled automated customer service agents became the top Artificial Intelligence (AI) use for the Indian organisations in 2020, according to a new report.

Driven by the need to ensure speed of new product development, facilitate better customer experience, improve higher employee productivity, and achieve high competitiveness in the market, the AI use cases gained momentum in India, according to an IDC report.

“For 2020, AI-enabled automated customer service agent is the top AI use case, and we are also witnessing other use cases like fraud analysis and investigation, IT automation, recommendation system, and diagnosis and treatment gain momentum”, said Rishu Sharma, Principal Analyst, Cloud and AI at IDC India”.

Indian organisations are leveraging AI to help them with real-time analysis, providing enhanced experiences and automation.

Organisations will continue to find ways to gain more value from their data and improve overall customer experience with AI that supports innovations at scale, delivers enhanced AI-enabled automated customer service experience and improves operational efficiency, the report showed.

The pandemic has accelerated the adoption of intelligent technologies across organisations in India.

Businesses today look to develop resiliency through technologies that can help them prepare better for future uncertainties.

Increasingly, said the report, the need for businesses to collect, process, and leverage data for real-time decisions has resulted in businesses’ AI adoption.

“Organisations have started to re-think their business strategies and move towards intelligent technology adoption. COVID-19 has fuelled Indian organisations to accelerate digitisation and move beyond AI pilot phase, and start leveraging AI for multiple business functions”, said Swapnil Shende, Senior Market Analyst, Artificial Intelligence at IDC India.

The BFSI sector was the leading vertical in AI spending with a 29 per cent share in 2020, and is exploring multiple use cases varying from AI-enabled automated customer service, fraud analysis and investigation, video KYC and conversational AI platforms.

“Adoption of AI technology in core process is giving a cutting-edge by making the business more innovative, agile by refining the information (data collected) and converting that into useful insight to address different business problems more efficiently”, informed Ashutosh Bisht, Senior Research Manager at IDC Asia/Pacific.

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