Artificial intelligence changes how customer support teams work
Companies are using AI assistants to answer routine questions while human agents handle complex cases.
Artificial intelligence is changing customer support by automating repetitive enquiries and helping agents find information faster.
Businesses are introducing AI-powered chat tools that can answer common questions, create support tickets and direct customers to the correct department.
Human agents remain essential for complicated complaints, financial disputes and emotionally sensitive cases.
Technology specialists say organisations should monitor automated responses carefully to prevent inaccurate or inappropriate advice.
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Ahmed JB Carré
Ahmed JB Carré reports for CONGO International News, covering important developments, analysis and stories affecting communities across South Africa.
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