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Customer Service in the Age of AI: from Transactional to Transformational

January 17, 2025
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Strategy | Business Models | Tech


Customer Service in the Age of AI: from Transactional to Transformational

It starts small,  with basic chatbots handling routine requests and apps offering self-service for the simplest tasks. Efficient, sure, but transactional. Then comes the upgrade: natural-language interactions and robotic process automation tackle slightly more complex journeys. Customers begin to notice the shift, things feel faster and smoother.

As AI matures, so does the experience. Human-like bots and AI agents step in, making even complex issues feel simple. The service no longer feels reactive, it anticipates needs, offering solutions before questions arise.

At its peak, AI redefines customer service entirely. Always on, always learning. A true assistant, understanding preferences, predicting needs, and solving problems before you knew they existed. This isn’t service anymore, it’s a relationship, designed for loyalty and delight.

The future of customer service isn’t a department. It’s a journey and with AI, it’s already happening.

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