Companies want AI-powered customer service; EY says they need a bigger reset

New Delhi: Simply adopting artificial intelligence (AI) tools will not be enough for companies to transform their customer service operations, as businesses need to redesign their operating models, technology systems and workforce capabilities to achieve meaningful results, according to a report by EY.

The report said companies must move beyond deploying individual AI applications and focus on integrating the technology into their existing business systems to improve customer experience, productivity and operational efficiency.