Post by Roland Berger

📊 Over 90% of organizations using AI in customer service say results met or exceeded expectations. That figure carries real weight. Our latest analysis on AI in customer service shows where organizations with AI powered operations actually stand: 🔹 52% report results that fully met expectations  🔹 41% say AI delivered above expected impact  🔹 A further 2% report far above expected results  🔹 Less than 6% experienced any form of underperformance These findings, drawn from more than 550 customer service leaders across the Americas, Europe, and Asia, indicate that AI in customer service is performing - consistently and at scale. For organizations still on the fence, the data points in one direction: those that invested in scaling AI are seeing real returns across response times, customer satisfaction, and operating costs. The gap between current and potential impact is real, but it is closing for those who move now. 👉 Read the full study: https://lnkd.in/dX3AAKZn #RolandBerger #CustomerService Simone Schatto, Steffen Thiel, Fabian Huhle, Maryna Finkelshteyn