In 2026, AI’s role in customer service will largely focus on foundational improvements rather than a complete transformation. This suggests that while AI technologies will be implemented, they may not achieve the glamorous improvements often portrayed. Instead, the emphasis will be on refining existing systems and processes to enhance customer service efficiency.
Organizations will need to prepare for these foundational changes by investing in training and integration of AI technologies. Rather than revolutionary advancements, the outcomes are expected to manifest through gradual enhancements to customer interactions and support mechanisms. Businesses should anticipate a stronger reliance on AI tools to support customer service functions, even if the improvements are not immediately conspicuous. Overall, 2026 will mark a significant year for the evolution of AI in customer support, steering clear of sensationalism and focusing on practical applications.
👉 Pročitaj original: Forrester
