Epicenter, a prominent company in the customer service sector, has announced its plan to significantly boost the use of artificial intelligence to handle customer requests by 2026. According to the company’s press service, the goal is to increase the percentage of customer inquiries managed through AI from the current 30% to a target of 70%. This move is part of a broader initiative to enhance the efficiency of their customer service processes and reduce the time taken to respond to customer requests.
The expansion of AI in customer service is seen as a strategic move to stay competitive in an increasingly tech-driven market. Analysts believe that this shift could lead to significant cost savings and improvements in customer satisfaction. However, the company has not provided any specific details on how this transition will be carried out or the potential challenges that might arise during implementation. The increased use of AI is likely to have a financial impact on the company, with potential effects on both operational costs and revenue streams.
Epicenter has not yet announced the exact timeline for achieving the 70% target, but the company has indicated that this is a key focus area for the coming year. The decision to pursue a more AI-centric approach in customer service reflects a broader trend in the industry towards automation and data-driven decision-making. As part of this strategy, Epicenter may also be exploring other technologies to further enhance their service offerings and customer experience.