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Report Zendesk

CX Trends 2022 : AI & Automation

Make customer interactions feel intelligent, not artificial.

As with each new technology that rewrites the customer service rulebook—the internet, live chat, mobile phones, and AI—businesses must commit to rethinking their mindset and their approach. Anything less and they risk frustrating customers, or worse, undermining their ability to deliver the quality experiences that keep them coming back.

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In this report, we’ve gathered insights from customers, agents, business leaders, and our own team to show you how the right AI approach can help you:

  • earn happier (repeat) customers
  • better business results
  • and a competitive advantage in treating customers well