The report, “The Emergence of Automation and AI for Customer Service,” is authored by noted industry analyst Blair Pleasant, President of COMMFusion, a U.S.-based market research and consulting firm. The document is available free of charge to businesses and channel partners that are interested in adding advanced automation tools into their customer engagement capabilities.
Sponsored by Enreach, the report examines the current customer service landscape, and describes the challenges businesses face in satisfying customers who seek a mix of efficient self-service tools combined with traditional live agent support. The paper evaluates the effectiveness of several foundational AI-based technologies, including chatbots, speech recognition technology, and machine learning capabilities, and uses real-world deployment examples to illustrate how European businesses are successfully leveraging automation to improve customer service and transform legacy business models.
“The introduction of Artificial Intelligence is having a profound effect on all aspects of business operations, and the impact is especially significant in the way it is improving the delivery of customer service,” said Anne Bakker, Head of Enreach AI. “We are delighted to recruit Blair Pleasant to assist us in educating the market on the enormous enhancements AI can bring to customer experiences, as well as the operational benefits it brings to companies of all sizes. Blair has been closely studying the use of AI since it first entered the market, and her analysis will certainly be welcomed by companies that recognise the value of keeping their customer base satisfied and loyal.”
Blair Pleasant is President and Chief Analyst of COMMFusion. For some 20 years, she has helped technology vendors, channel partners, investors, and enterprises take advantage of disruptive technologies and innovations through primary and secondary research, competitive analysis, strategic planning, and go-to-market development. She is a frequent contributor to leading industry publications like No Jitter and BC Strategies, and is a sought-after speaker at major industry events, including Enterprise Connect and UC Expo.
“We are experiencing a transformation in the way businesses are now engaging customers, and AI is at the heart of this seismic shift,” explained Pleasant. “It enables companies to reimagine the customer journey, and provide a varied array of touch points—through both self-service and live agent interactions—that improve the customer experience while also reducing operating costs. Enreach has been a leader in promoting the use of AI in customer service environments. I am delighted to work with them on this project.”
