Last year, about 86% of customer service companies started prioritizing investments in AI as a solution to boost work efficiency, and 88% were already using or testing technologies to automate part of their services. These are the findings of the sixth edition of the Sales Force State Service study from 2024. This reality has also shown an increase in customer satisfaction, as indicated by a survey by JobHome, a company specialized in remote service solutions, which reports a 75% reduction in complaints from customers and the use of pre-boarding with chatbots.
The significant results were obtained after the company integrated generative artificial intelligence into its customer relationship operations. The initiative, in line with an increasingly consolidated trend in the customer experience sector, positions technology as a central element in building more efficient, seamless, and personalized journeys, without sacrificing human empathy. Faced with team overload and the demand for 24/7 service, the decision to invest in AI arose in response to a concrete change in the Brazilian market.
The SalesForce research also indicates that 88% were already using or testing technologies to automate part of their services. In this scenario, JobHome opted for a hybrid model, where AI acts as the starting point of the journey, automating repetitive tasks such as issuing invoices, updating records, and tracking orders, while human agents handle more complex cases that require active listening and contextual analysis.
With the new structure, the average service time in simple interactions dropped from 3 to 10 minutes to about 20 to 60 seconds. First-contact resolution rate increased by 25% and the success rate of journeys initiated by AI rose by 38%. Furthermore, there was a 42% reduction in the need for a new contact and a significant decrease in call abandonment rates, which in some sectors such as telecommunications, banks, and e-commerce, were cut in half. The impacts also directly reflected on consumer perception: CSAT (satisfaction) scores rose by up to 20% and the Net Promoter Score, NPS, recorded growth of up to 15% in interactions mediated by AI integrated with human support.
The AI employed by JobHome is based on natural language processing technologies, combined with generative models capable of understanding context, intention, and even the emotional tone of the customer. This capability allows guiding the journey in a more logical and smooth manner, with automatic and contextualized handover to human agents whenever necessary. When this happens, the operators already receive the complete interaction history, speeding up resolution and avoiding rework.
According to the company’s CEO, Geraldo Brasil, this type of intelligent orchestration of the journey drastically reduced complaints related to delays, incorrect transfers, and lack of resolution. The implementation of AI also brought concrete results in operational terms. “We recorded a 73% drop in complaints related to waiting time, a 75% reduction in process error complaints, and a 40% decrease in complaints about poor service. By accurately automating error-sensitive tasks and monitoring interactions in real-time, we began to detect signs of dissatisfaction during the conversation itself, allowing for proactive and corrective action before the customer formalizes a complaint,” says Brasil.
Despite the high level of automation, the company emphasizes that the technology was developed to be an ally of humanization, not a substitute. The integration between AI and human support is carefully considered at each stage of the journey. AI filters, qualifies, and directs, but never blocks access to the operator. Meanwhile, the attendants are recruited with a focus on empathetic profile and trained to work in harmony with technology. The AI itself continuously learns from operational data and agent feedback, which contributes to a constant evolution of the system.
The relationship between clients and AI has also changed throughout JobHome’s journey. Initially, there was resistance to the use of bots, seen as barriers. Today, users interact with natural language, demonstrate confidence in the responses, and remain engaged until the request is completed. The company predicts that AI will become increasingly conversational, proactive, and personalized, interacting with customers seamlessly across various channels like chat, WhatsApp, and mobile apps, maintaining context throughout all steps.
For JobHome’s CMO, Ricardo Galdino, the future of customer service lies in the convergence of cutting-edge technology and humanized relationships. “We see AI as an essential component in delivering consistent, efficient, and above all, customer-centric experiences. By integrating automation with emotional intelligence, the company aims not only to improve performance indicators but to transform customer service into a real competitive advantage,” Galdino concludes.
