Smart technology: how AI is transforming customer service

The Benchmark Report 2024 for Service Management & Freshservice, created by the developer Freshworks of India, is launched in Brazil by the technology hub Nortrez, strategic partner of the Indian brand in Latin America. According to the data collected, the implementation of automation in the customer service process resulted in a significant increase in first contact resolution, with a growth of 77%.In addition, organizations that have adopted these automations have registered an average reduction of 26,63% in the time of ticket resolution, demonstrating the positive impact of these solutions on operational efficiency.

The study analyzed data from more than 9.4 thousand organizations from 14 different branches, including representatives from more than 100 countries.In total, more than 167 million IT tickets were analyzed. The main objective of this report is to establish a benchmark for Key Performance Indicators (KPIs), encouraging organizations to measure their performance effectively. Through this process, technology leaders are prepared to adopt fast, robust solutions that add proven value to the business.

The primary purpose of the report is to provide valuable insights to technology leaders, enabling them to adopt solutions that are fast, robust and add proven value to the” business, he explains Eric Dantas, presales specialist at Nortrez. “Based on concrete information, professionals will be able to identify trends, challenges and opportunities, aligning their strategies with the best practices in the market

The research addressed several aspects of service management, such as the inclusion of strategic indicators for 2024, providing a detailed view to guide the planning and operations of support teams.In addition, the report allows the comparison of results and the identification of opportunities for improvement.

The study highlights the analysis of service channels and the impact of generative artificial intelligence on Information Technology Service Management (ITSM). “With the growing adoption of self-service solutions and omnichannel support, quality in customer service have become fundamental aspects for innovation teams.In this context, AI has proven to be a powerful tool in the management of” services, Dantas points out.

Another relevant point identified was the potential of artificial intelligence in improving IT support. Organizations using this technology observed an average deflation of 53% in support tickets, as well as an increase of 34,58% in the speed of incident resolution. “A Generative AI is a powerful ally and allows the automation of repetitive tasks, leading to the optimization of the” time, highlights the expert.