Artificial Intelligence (AI) is transforming the dynamics of corporate operations and customer service roles, according to Roland Berger research findings.

Artificial Intelligence (AI) is transforming the dynamics of corporate operations and customer service roles, according to Roland Berger research findings.

Artificial Intelligence (AI) has become a significant integrant in customer service processes, according to a recent study by Roland Berger. The study surveyed over 550 customer service executives from various industries and regions, revealing that 95% of respondents currently use AI in certain customer service processes. The study also suggests that the development of AI in this area will see rapid advancement, with 83% of respondents expecting AI to be very important in their work within the next three years.

This technological advancement is expected to significantly impact jobs in customer service and call centers in Germany, as there will be an increased demand for highly qualified and technically skilled employees. Low-skilled positions may decline as AI handles an increasing number of tasks.

Companies in Asia and the USA are already leading in the application of AI in customer service, while European companies lag behind due to legal frameworks and established company structures. To maintain competitiveness, European companies should develop a comprehensive strategy for AI usage in customer service. This strategy should include clearly defined goals, well-structured job roles, training opportunities, and a review of organizational structures and processes.

According to the survey, many customer service departments have a low to medium level of AI maturity. The retail industry leads in AI adoption, with almost half of respondents from the sector seeing themselves as "users" or "AI innovators." On the other hand, the consumer goods industry has yet to see any innovators in AI. This suggests that many European organizations are still in the early stages of implementing AI in customer service.

To address this discrepancy, Roland Berger advises a holistic approach, recommending that companies move beyond simply automating customer service processes and instead develop a comprehensive concept and strategy for AI-supported customer service. This includes defining clear goals, revising internal structures and processes, and adapting job profiles and necessary training. Technical prerequisites, such as access to high-quality data, its structuring, and the selection of the right technologies, should also be considered.

The EU's distinctive regulatory framework, focused on setting standards for trustworthy AI, may influence the development and deployment of AI in customer service. Balancing AI efficiency with the human touch is crucial, as AI can handle routine tasks, but customers often prefer human interaction for complex issues.

In summary, AI is quickly becoming a crucial element in the customer service sector. European companies need to develop a holistic strategy for AI usage in customer service to maintain competitiveness, with a focus on a comprehensive concept, clear goals, and a balance between AI efficiency and the human touch.

[1] European AI Startup Scene on the Rise, Invest Europe (2021)[2] AI in Customer Service: Opportunities and Challenges, Capgemini Research Institute (2020)[3] AI in Customer Service: Boon or Bane?, NASSCOM (2020)[4] AI in Action: Delivering Customer Service Excellence, Accenture (2020)[5] AI in Customer Service Market to Witness Robust Growth, Grand View Research (2021)

1. The retail industry, being a leader in AI adoption in customer service, is expected to see a surge in demand for highly qualified staff to manage AI-supported customer service processes.
2. In light of the rapid advancement of AI in customer service processes, financial institutions must reassess their business models to stay competitive and integrate AI technology effectively.
3. As the technology sector continues to innovate in artificial intelligence, the intersection of AI, business, and technology is likely to reshape the landscape of the entire industry, including segments like finance and artifical-intelligence startups.

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