AI will overhaul CX, downsize teams, believe 89% industry leaders: Report

Artificial intelligence (AI) is set to drive an unprecedented transformation in customer experience (CX), according to nearly 89 per cent of industry leaders in India, as per a recent report released by Zendesk, a software as a service (SaaS) company.

The study, as reported by The Financial Express, indicates that this transformation in CX will lead to downsizing, as AI’s efficiency will enable companies to manage work with smaller teams. Industry leaders anticipate a possible restructuring of CX teams within three years.