There’s no going back: AI-first customer service has arrived

The era of AI-first Customer Service is here, and it will lead to happier customers and more strategic customer service teams. It’s already clear that AI will reshape society, just as major technology breakthroughs have done in the past. Technology doesn’t go backwards. The car created shopping malls, suburbia, and McDonald’s. The internet created instant communication, real-time shared events, on-demand everything, for anyone, anywhere on earth. We’re not going back to riding horses, nor printing out photos to post to our family across the world. AI is as big an invention as the internet, and possibly as big a change as the industrial revolution. We’re only 18 months into a 10+ year cycle.