India sees surge in AI-enabled automated customer service agents

New Delhi: Automated customer service agents became the top Artificial Intelligence (AI) use case for the Indian organisations in 2020 as the Covid-19 pandemic kept millions at home and face-to-face interactions diminished across industries, according to a new report.

The AI use cases gained momentum in India, driven by the need to ensure speed of new product development, facilitate better customer experience, improve higher employee productivity, and achieve high competitiveness in the market, according to an IDC report.

“For 2020, automated customer service agent is the top AI use case, and we are also witnessing other use cases like fraud analysis and investigation, IT automation, recommendation system, and diagnosis and treatment gain momentum,” said Rishu Sharma, Principal Analyst, Cloud and AI at IDC India.