A global survey conducted by Freshworks, a company of business management software driven by artificial intelligence (AI), revealed that most customer service professionals (CX) already used AI in their work routines. The report points out that the use of technology can save up to 20 working days of work for support agents over the course of a year.
According to the survey, 64% of CX professionals use tools enhanced by AI at least once a month, and 57% use them weekly. However, other departments are ahead in the adoption of technology: IT (89%), marketing (86%), RH (77%) and sales (74%).
The study was conducted with more than 7,000 professionals, including decision makers and senior managers from 12 countries, covering 1,500 participants from Brazil, Mexico and Colombia. The research explores the perception, use and value of AI tools in the work environment.
The main tasks performed with the help of AI tools, such as Freddy from Freshworks, include text analysis (38%), content creation (37%) and data analysis (35%). The main reasons for adopting the technology are the increase in the quality of work (59%) and productivity (50%).
Despite the benefits, there is still suspicion about AI: 48% of CX professionals believe that it lacks security, and 41% points to the unpredictability of technology as a concern.
The CX professionals interviewed indicated that the use of AI saves, on average, 3 hours and 18 minutes per week, simplifying and automating repetitive processes. This equates to savings of up to 20 working days in a year, considering a traditional 8-hour workday.
Despite the rapid advancement of AI, 66% from CX professionals believe that technology will not completely replace human workers. AI is seen as a complementary tool, capable of simplifying repetitive and complex tasks.
The survey also revealed that 30% of professionals consider it necessary to have experience in AI to be hired in the customer service sector. However, 39% states that their companies do not yet have plans to implement AI in their support departments.
