In 2023, the most positive impact of AI on customer service metrics was in resolution time, with almost 70 percent of customer service leaders who claimed this was the case. Joint-second in the list were costs and employee satisfaction with 65 percent of respondents who stated AI had a positive impact on these customer service metrics.
Positive impacts of artificial intelligence (AI) usage on customer service metrics worldwide in 2023
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Positive impacts of artificial intelligence (AI) usage on customer service metrics worldwide in 2023
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Share of company sizes represented:
Less than 100 employees: 26 percent
100 to 499 employees: 28 percent
500 to 5000 employees: 26 percent
More than 5000 employees: 20 percent
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Deloitte Digital. (October 2, 2023). Positive impacts of artificial intelligence (AI) usage on customer service metrics worldwide in 2023 [Graph]. In Statista. Retrieved May 13, 2025, from https://www.statista.com/statistics/1426201/ai-usage-positive-impacts-customer-service/
Deloitte Digital. "Positive impacts of artificial intelligence (AI) usage on customer service metrics worldwide in 2023." Chart. October 2, 2023. Statista. Accessed May 13, 2025. https://www.statista.com/statistics/1426201/ai-usage-positive-impacts-customer-service/
Deloitte Digital. (2023). Positive impacts of artificial intelligence (AI) usage on customer service metrics worldwide in 2023. Statista. Statista Inc.. Accessed: May 13, 2025. https://www.statista.com/statistics/1426201/ai-usage-positive-impacts-customer-service/
Deloitte Digital. "Positive Impacts of Artificial Intelligence (Ai) Usage on Customer Service Metrics Worldwide in 2023." Statista, Statista Inc., 2 Oct 2023, https://www.statista.com/statistics/1426201/ai-usage-positive-impacts-customer-service/
Deloitte Digital, Positive impacts of artificial intelligence (AI) usage on customer service metrics worldwide in 2023 Statista, https://www.statista.com/statistics/1426201/ai-usage-positive-impacts-customer-service/ (last visited May 13, 2025)
Positive impacts of artificial intelligence (AI) usage on customer service metrics worldwide in 2023 [Graph], Deloitte Digital, October 2, 2023. [Online]. Available: https://www.statista.com/statistics/1426201/ai-usage-positive-impacts-customer-service/
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