A global survey conducted by Freshworks, enterprise software management company powered by artificial intelligence (AI), revealed that most customer service professionals (CX) already use AI in their work routines. The report indicates that the use of technology can save up to 20 working days for support agents over the course of a year
According to the survey, 64% of CX professionals use AI-enhanced tools at least once a month, and 57% use it weekly. However, other departments are ahead in technology adoption: IT (89%), Marketing (86%), HR (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 perception, use and value of AI tools in the workplace
The main tasks performed with the help of AI tools, like Freddy from Freshworks, include text analysis (38%), content creation (37%) and data analysis (35%). The main reasons for adopting technology are the increase in work quality (59%) and productivity (50%)
Despite the benefits, there is still distrust regarding AI: 48% of CX professionals believe that there is a lack of security, 41% point to the unpredictability of technology as a concern
The interviewed CX professionals indicated that the use of AI saves, on average, 3 hours and 18 minutes per week, simplifying and automating repetitive processes. This amounts to a savings of up to 20 working days in a year, considering a traditional workday of 8 hours daily
Despite the rapid advancement of AI, 66% of 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 research also revealed that 30% of professionals consider it necessary to have experience in AI to be hired in the customer service sector. However, 39% state that their companies still do not have plans to implement AI in their support departments
