Demystifying AI in Customer Service
Section 1 - Participant & Company Profile
Name
Email
*
example@example.com
Company Name
*
Designation/Role
*
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Section 2 - Nature & Scale of Customer Service Operations
Where are your customers distributed?
Global
Regional (Multiple countries)
Single Country
Use cases / Functions served by customer service agents
Inbound Queries (Marketing or Sales)
Outbound Sales
Outbound Marketing
Customer Operations (After sales)
Product Support (After sales)
Vendor/Partner Operations
Other
Type of Customers Served
Individual Consumers
Small & Mid-sized Businesses (SMB)
Enterprise Companies
Does your organization have a contact center model for customer service?
Yes
No
Does your organization offer premium / paid customer service?
Yes
No
Does your organization have differentiated customer service for different customer segments?
Yes
No
Please select the contact center's service delivery model (Select all that apply)
Rows
Onshore (Customer co-located)
Offshore
Internal Team
Outsourced
If customer service is significantly outsourced, who provides/manages the technology stack for customer service
Included as part of managed services by BPO partner
Tech stack managed in-house (procured platforms and/or internally developed)
Approximate volume of customer service requests / tickets / interactions per month (across all channels)
<10,000
10,000-100,000
100,000-500,000
500,000 - 2,000,000
>2,000,000
Approximate headcount of human agents for customer service
<100
100-500
500-1000
>1000
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Section 2: AI Adoption Landscape
Please indicate the customer interaction channels at your organisation and agent types responding to incoming interactions through each (Select all that apply)
Rows
Human
AI
Voice
Chat
Email
Website
Mobile Application
Social Media
How is intent classification and prioritization presently performed? (if multiple options apply, select the option which is most applicable)
Based on agent's judgement during direct interaction
Menu driven self-selection (IVR, web portal, etc)
Conversational AI interface with rules-based backend
Conversational AI interface with AI recommended classification/prioritization
Not Applicable
How is routing/ assignment presently performed? (if multiple options apply, select the option which is most applicable)
Based on agent availability
Based on static rules hierarchy configured in telephony/ticketing platform/internal tool
Based on dynamic rules hierarchy with machine learning
Unified AI-recommended classification, prioritization & assignment
Not Applicable
How is service delivery presently performed (issue validation, diagnosis, and resolution)? (if multiple options apply, select the option which is most applicable)
Static self-service knowledgebase or direct agent interaction
Live agent assist using conversational AI
Customer-facing agentic AI co-pilots
Not Applicable
How is service excellence & feedback collection performed? (if multiple options apply, select the option which is most applicable)
Manual on-call feedback
Link-based survey forms
Conversational AI based surveys
Unified AI-recommended sampling and surveys
Not Applicable
How is workforce scheduling and capacity planning performed? (if multiple options apply, select the option which is most applicable)
Using analytics tools /basic automation
Using machine learning for continuous improvement
Fully AI-driven capacity planning with real-time adjustments
Not Applicable
How is L&D for customer service performed? (if multiple options apply, select the option which is most applicable)
Only traditional L&D (LMS courses + classroom + on-the-job)
AI for content creation and role-based learning paths
Fully adaptive AI-led learning ecosystem (skills intelligence, personalized learning, real-time AI coaching agents)
Not Applicable
How is QA & analytics performed? (if multiple options apply, select the option which is most applicable)
Manual call sampling, listening & analytics
Conversational AI based analytics with pre-configured sampling rules
AI-led sampling with conversational AI based analytics
Not Applicable
How is Knowledge management performed? (if multiple options apply, select the option which is most applicable)
No unified knowledgebase
Static unified knowledgebase
AI powered dynamic knowledgebase with chat interface
Not Applicable
What is the level of adoption for the below customer service AI capabilities?
Rows
Early experimentation
Pilots in progress
Limited Adoption
Adopted at-scale
Not aware
Virtual agents / IVA (Chat or Voice)
Intelligent routing & prioritization
Agent-assist copilots
AI-led Knowledge search / summarization
Conversational AI & Analytics
Predictive issue detection & resolution
Process intelligence & Productivity Insights
Skills Intelligence
Workforce Planning & Scheduling
Feedback & CSAT
Which of the above AI capabilities do you feel delivers / has delivered the most impact, and why?
Please rank in order the drivers for AI adoption at your organization
Please indicate the AI adoption barriers at your organization (Select all that apply)
Foundational data quality & availability
Siloed customer service platforms / tools
Resistance to change
Talent & skills availability
Governance or compliance issues
Lack of financial investments
Other
What has been the biggest roadblocks or surprises in your AI adoption journey?
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Section 3 — Technology Deep Dive
Which are the core customer service platforms used at your organisation?
Rows
Used (Please fill If yes)
Name of platform provider
Satisfaction with platform
Any other thoughts?
Telephony/VCC/CCaaS platform (e.g.. Genesys, Five9, Cisco etc.)
Highly satisfied
Moderately satisfied
Neutral
Moderately unsatisfied
Highly unsatisfied
Service management/ticketing platform (e.g. ServiceNow, MSFT Dynamics etc.)
Highly satisfied
Moderately satisfied
Neutral
Moderately unsatisfied
Highly unsatisfied
CRM (e.g. Salesforce, MSFT Dynamics etc.)
Highly satisfied
Moderately satisfied
Neutral
Moderately unsatisfied
Highly unsatisfied
Any other core platforms
Highly satisfied
Moderately satisfied
Neutral
Moderately unsatisfied
Highly unsatisfied
Which type of technology setup best describes your customer service environment today?
Single platform provider (e.g., Zendesk, Salesforce, Freshworks, ServiceNow)
Multiple platforms from different vendors
In-house or custom-built platform
Mix of platform + in-house tools
How would you describe your level of reliance on external technology partners for AI?
We rely heavily on external platform partners for both strategy and execution
We use external platform partners mainly for technical implementation
We use partners for specific tasks, but most work is done in-house
We manage most initiatives internally with limited partner support
How satisfied are you with the performance of your technology partners?
Very satisfied
Satisfied
Somewhat satisfied
Not satisfied
Please indicate the involvement of services partners for your customer service AI
Rows
Used (Please fill If yes)
Name of service provider
Satisfaction with service provider
Any other thoughts?
System Integrators
Highly satisfied
Moderately satisfied
Neutral
Moderately unsatisfied
Highly unsatisfied
Analytics Services
Highly satisfied
Moderately satisfied
Neutral
Moderately unsatisfied
Highly unsatisfied
Business Transformation
Highly satisfied
Moderately satisfied
Neutral
Moderately unsatisfied
Highly unsatisfied
Specialised AI services
Highly satisfied
Moderately satisfied
Neutral
Moderately unsatisfied
Highly unsatisfied
What value have your services partners added to your customer service function?
What challenges have you faced while working with external partners for AI, technology or services? (Select all that apply)
High cost
Long implementation timelines
Lack of industry knowledge
Limited AI expertise
Poor integration with existing systems
No major challenges
Other
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Section 4: Value Realization & ROI
How would you rate the overall business impact of AI initiatives in your customer service operations?
1 - No measurable impact
2 - Limited impact
3 - Moderate impact
4 - Significant impact
5 - Transformational impact
Which specific KPI has improved the most due to AI?
CSAT (Customer Satisfaction Score)/ NPS (Net Promoter Score)
FCR (First Contact Resolution)
AHT (Avg Handling Time)
Cost-to-serve
Agent Utilization
Other
Which of the following KPIs have shown measurable improvement since AI adoption?
Rows
<10% improvement
10–25% improvement
25–50% improvement
> 50% improvement
Not yet measured
Customer satisfaction (CSAT/NPS)
Average handle time (AHT)
First contact resolution (FCR)
Agent productivity or utilization
Cost-to-serve reduction
Revenue uplift / cross-sell
Compliance or quality metrics
Did you see any measurable improvements in any other observable KPIs due to AI?
Over what timeframe do you expect AI investments to deliver measurable ROI?
<6 months
6–12 months
1–2 years
>2 years
Not yet defined
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Section 5 — Looking Ahead: The Future of AI in Customer Service
Which areas will be your top AI investment priorities in the next 12–18 months?
Generative AI applications (agent assist, summarization, content automation)
Predictive analytics for proactive service
Customer personalization and recommendation engines
Quality management and CX analytics
Workflow automation / process mining
Knowledge management platforms
Other
Which areas would you want more support from your partners going forward? (Select all that apply)
Better AI/GenAI capabilities
Faster deployments
End-to-end workflow automation
Insights or analytics
Training and change management
Governance and risk management
Which emerging AI trend do you believe will have the most transformative impact on customer service by 2026?
Generative AI for customer and agent interaction
Autonomous AI agents / agentic AI
Predictive AI for intent and demand forecasting
Omnichannel journey orchestration
Hyper-personalized CX using real-time data
AI-driven workforce optimization
How optimistic are you about AI delivering significant value to your customer service function within the next 2 years?
1 - Not optimistic at all
2 - Slightly optimistic
3 - Moderately optimistic
4 - Optimistic
5 - Highly optimistic
In your view, what one change would most accelerate AI-enabled customer service transformation in your organization?
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