AI Business is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 3099067.

AI will power 95% of customer interactions by 2025

by Ed Lauder
Article Image

Servion Global Solutions has predicted that by 2025, 95% of customer interactions will be powered by AI.

Artificial intelligence is quickly becoming a vital part for almost all businesses around the world. This has led to customers interacting more and more with the AI via customer service calls and online chat forums. Servion Global Solutions has predicted that 95% of all customer interactions will be powered by AI.

IT research firm Gartner has predicted that by 2020, 85% of customers will experience customer service without having speaking to a human being. This means that the apps and automated response systems that are currently dealing with these requests will soon be replaced by more advanced AI within the upcoming years.

This may worry some people, however, using AI in areas such as customer service is supposed to benefit the customer. The idea is that using AI will shorten waiting times, thus reducing phone bills, and hopefully the new technology will help solve customers' queries more quickly and efficiently than a human could. That's the idea behind applying AI to customer service.

Moreover, with companies like Baidu working on other AI technologies such as Deep Voice, it'll become harder to tell whether you're talking to an artificial intelligence program or not. There's also the fact that consumers are already becoming more and more familiar with new technologies such as virtual reality and AI, so dealing with the latter for customer service wouldn't be a huge stretch for customers.

Servion Global Solutions' CEO, Sameet Gupte, explained that businesses need to take a more comprehensive approach, bringing together all communication channels and data, in order keep their customers happy and to meet their expectations.

"By taking this approach, organisations can ensure they have control over customer experience, whether it takes place in person or with an AI in virtual reality," he said.

Practitioner Portal - for AI practitioners


Xilinx teams up with for Adaptive Computing Challenge


Giving prizes to the top nine contestants hurts my arithmomania


Shaping AI and analytics services


AI and analytics teams must market themselves – and they have to have a clear service strategy

Practitioner Portal


More EBooks

Upcoming Webinars

More Webinars

Experts in AI

Partner Perspectives

content from our sponsors

Research Reports

More Research Reports


AI tops the list of most impactful emerging technologies

Infographics archive

Newsletter Sign Up

Sign Up