罗兰贝格&Potloc：2025年人工智能时代客户服务研究报告：“硅基微笑”（英文版）

Artificial intelligence is revolutionizing customer service, enhancing customer satisfaction and at the same time minimizing costs and optimizing operations for companies. AI has a wide range of applications in customer-related areas, from processing and interpreting large amounts of data to driving chatbots and helping develop responses to specific customer issues. Often, its role is not to replace human employees but rather to augment their capabilities – allowing firms to provide better, m