AI Reality Check
AI Agents are no longer a distant promise - they're an emerging reality in customer service. But adoption of AI-powered customer support tools is far from uniform, and the technology advances quickly. We wanted to know: Is AI in customer service just hype?
We surveyed over 100 customer experience leaders to explore how teams are approaching AI, what tools are in use, what’s working (and what isn’t), and how AI might reshape agent roles in the years to come.
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What we asked
How well do CX leaders actually understand the difference between AI Agents and traditional chatbots?
Are companies truly using AI to support their agents, or just experimenting?
And perhaps most importantly—how do frontline customer service agents feel about AI in their day-to-day work?