According to the Salesforce State of the Connected Customer report, 68% of customers say that advances in AI make trust between businesses and customers more important than ever. 

AI agents are already making a significant impact in customer service by taking on the mundane and high-volume tasks that once bogged down teams. This allows agents to focus on what matters most: delivering high-quality, empathetic support during complex human conversations.

Yet, despite this progress, many enterprise service teams still face challenges like long wait times, inconsistent experiences and impersonal support. Customers want more than just speed - they expect smarter, more personalised interactions with brands they trust.

AI is transforming customer service by automating routine work. However, for large organisations, the real success lies in using AI to create consistent, smarter experiences at scale without losing the essential human touch.

The admin burden on service teams 

Customer service teams today are stretched thin dealing with a growing volume of tickets and constant demands on their time. The work is often repetitive and time-consuming: writing up call summaries, logging notes, updating CRMs. It all adds up. 

On its own, one task might seem small. But across a busy service desk, it takes hours out of an agent’s day, and that’s time not spent actually helping customers. In fact, according to our recent study, more than half of a sales agent’s day (56%) is spent on administrative work.  

In return this leads to slower service, more room for error and a customer experience that feels anything but seamless. 

The right way to use AI in CS 

Agents sit at the heart of every great customer experience. When agents have the time and tools to focus on what they do best: resolving issues, building trust and delivering meaningful outcomes creates a rewarding experience for both the customer and the agent. 

That’s where AI, done right, comes in. Not to replace agents, but to support them. By automating the repetitive, time-consuming tasks that drain their energy and focus, AI frees agents to do more meaningful work. And when agents are empowered, the result isn’t just faster service it’s a more seamless, human-centred experience that drives long-term value for the entire enterprise. 

Tools like RocketPhone.ai’s intelligent conversation processing platform are already making this a reality. By listening to live customer conversations and transcribing them in real time, the platform goes beyond simple logging, it actively assists agents by tapping into your knowledge base through an AI language model. This means agents get instant, relevant answers and suggested next steps right when they need them, helping them guide conversations more confidently and effectively without interrupting the flow.

With this comes cleaner data, faster handovers and a greater assurance that nothing slips through the cracks. But it is more than that, it means agents can remain present in the conversation without unnecessary multitasking; no second guessing just focusing on solving the customer’s problem at hand.  

 As we know, AI-human synergy is fundamental. 

The future of customer service lies in the seamless blend of AI’s efficiency with human empathy. While AI excels at handling routine tasks it’s the human agent who brings understanding, emotional intelligence and the ability to navigate complex, nuanced situations. 

Combining these strengths allows agents to focus on building trust and delivering personalised experiences, while AI handles the heavy lifting behind the scenes. This synergy not only boosts productivity and satisfaction but also ensures that every customer interaction is optimised. 

Scaling customer service with AI 

As customer expectations continue to change, business support needs to move beyond just keeping up. Intelligent tools can help teams respond faster, reduce friction and stay focused on what matters most. 

By automating routine tasks and surfacing key insights in real time, AI gives agents more capacity without adding more headcount. It also gives leaders clearer data, sharper visibility, and stronger foundations for continuous improvement.

Looking ahead, AI-powered customer service will see even greater integration of voice and video assistants with more advanced predictive support. We’re talking about proactive systems that anticipate customer needs before they arise, or AI assistants that seamlessly guide both agents and customers through complex processes. This is already a growing reality, and businesses that make the right investments early will only stand to benefit.

However, just as chatbots in the last decade took care of the basic questions, AI agents today will handle routine, high-volume tasks freeing humans to focus on the conversations that really matter. High-risk, high-value interactions still require human empathy, judgment and connection. With solutions like RocketPhone.ai, enterprises are well-positioned to deliver not just faster, but truly intelligent and empathetic service experiences at scale.

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