Enreach, a leading force in Europe’s rapidly growing converged contact solutions sector, has unveiled a groundbreaking analysis exploring the fusion of automation and AI-driven tools within customer service realms. Titled “The Emergence of Automation and AI for Customer Service,” this illuminating report is the brainchild of renowned industry analyst Blair Pleasant, the President of COMMFusion, a respected US-based market research and consulting firm. The document is readily accessible, free of charge, to enterprises and channel partners keen on incorporating cutting-edge automation tools to augment their customer engagement capabilities.
Sponsored by Enreach, this comprehensive report takes a deep dive into the current customer service landscape. It eloquently articulates the challenges confronting businesses striving to cater to customers who crave a seamless blend of efficient self-service utilities complemented by traditional live agent assistance. The paper meticulously assesses the efficacy of foundational AI-based technologies, such as chatbots, speech recognition systems, and machine learning capabilities. It underscores these insights with real-world deployment examples illustrating how European enterprises are skillfully harnessing automation to elevate customer service standards and revamp conventional business paradigms.
Anne Bakker, the Head of Enreach AI, expressed her enthusiasm for the report’s release, stating, “The advent of Artificial Intelligence is revolutionizing all facets of business operations, with its most profound impact witnessed in the realm of customer service. We are thrilled to have Blair Pleasant collaborate with us to educate the market about the immense value AI can add to customer experiences and the operational efficiencies it bestows upon businesses of all sizes.” Ms. Bakker also emphasized Blair’s long-standing expertise in AI research, making her insights particularly valuable to companies aiming to maintain satisfied and loyal customer bases.
Blair Pleasant, the President and Chief Analyst of COMMFusion, boasts a two-decade-long track record of helping tech vendors, channel partners, investors, and enterprises harness disruptive technologies. Her contributions extend to influential industry publications like No Jitter and BC Strategies, and she is a sought-after speaker at major industry events, including Enterprise Connect and UC Expo.
“We are in the midst of a customer engagement revolution, with AI at its core,” Blair Pleasant observed. “It empowers businesses to reimagine the customer journey, offering diverse touchpoints—ranging from self-service options to live agent interactions—that enhance the customer experience while simultaneously trimming operational expenditures. Enreach has been a pioneer in advocating AI adoption in customer service environments, and I am honored to collaborate with them on this project.”
Enreach’s report promises to be a beacon of insight for enterprises looking to unlock the true potential of AI and automation in elevating their customer service game.