The transformative role of AI in customer support to increase efficiency and satisfaction

Up to 30 % of your customers could turn away from you if you lag behind in adopting AI in your customer support. A crazy but important number. And with AI having the potential to handle millions of customer queries every day, will human support agents become redundant in the evolving landscape of AI in customer support? This question is becoming more pressing as companies are under increasing pressure to scale their operations, reduce costs and deliver world-class customer experiences.

However, AI in customer support is not about replacing entire teams, but rather about enhancing existing skills.

This article will explore the transformative potential of AI in customer service, its ability to coexist with legacy systems, and how hybrid models of AI and human collaboration are delivering unprecedented efficiency and satisfaction. We will also dispel common misconceptions about the impact of AI on the workforce and share success stories from industry leaders such as Klarna.

The power of AI in customer support

AI has proven to be groundbreaking for customer support teams, handling workloads quickly and accurately. AI offers the following quantifiable benefits:

• Cost savings: AI tools such as chatbots and virtual assistants reduce operating costs by automating repetitive tasks. According to Gartner, AI-driven customer service reduces labor costs by up to %.
• Increased efficiency: Klarna's AI assistant managed 2.3 million customer interactions and reduced repetitive requests by 25 %, demonstrating the benefits of AI in customer support. This demonstrates the ability of AI to efficiently handle repetitive tasks without compromising satisfaction.
• Scalability: KI operates around the clock and guarantees global customer support even at peak times or during seasonal peaks.

Example: AI-driven solution for repetitive tasks

Let's imagine a common scenario: resetting passwords. AI can solve these less complex problems within seconds. Compared to the average processing time of human employees of 5-7 minutes per request, AI offers unrivaled efficiency.

Visual: A bar chart that compares the processing times of AI and humans for frequent requests and shows the drastic efficiency gap.

The role of legacy systems and human employees

The transition to AI does not mean abandoning legacy systems or human expertise. Instead, a successful AI implementation relies on a seamless coexistence between new and existing infrastructure.

Why legacy systems are still of crucial importance

Classic support systems often store customer data for years and are integrated into back-end processes. Integrating AI into legacy systems improves their functionality by enabling seamless modernization without disruption. AI tools can enhance - not replace - these systems by acting as a bridge between modern front-end interfaces and established back-end frameworks.

Hybrid approaches: The best of both worlds

1. Efficiency with repetitive tasks: AI is ideal for routine requests such as order tracking or answering frequently asked questions.
2. Human employees for complex scenarios: Human employees are still indispensable for empathetic interactions, such as resolving disputes or handling complaints.

Example: A hybrid workflow in which AI systems first check requests, solve simple problems and pass on more complicated cases to human employees. This ensures faster response times without compromising on quality.

Visual: An infographic showing a hybrid workflow - AI systems check requests, human employees handle escalations.

Concerns about AI and the replacement of jobs

Myth vs. reality: AI as an aid

A common misconception is that AI will completely replace human employees. The reality? AI serves as a powerful tool in hybrid AI-human customer service, allowing human employees to focus on complex and rewarding tasks.

• Misconception: AI will destroy jobs.
• Reality: AI reduces the workload of everyday tasks and enables employees to provide higher quality support.

Case study: Collaboration in action

Klarna's customer support model shows how effective hybrid collaboration can be. 80 % of requests are handled by AI, while escalated cases are handled by human employees. This approach has led to a 15 % increase in customer satisfaction.

Want to find out how and where AI will impact your customer support in 2025?

Learn how AI in customer support can help you cut costs by 40 %, reduce resolution times by 50 % and triple customer satisfaction.

ROI of AI-driven customer service

The introduction of AI in customer service is not just a trend, but a strategic investment with measurable returns.

Key ROI data points

• Cost reduction: AI can handle workloads equivalent to 700 human employees, saving significant labor costs.
• Improved solution times: By automating routine tasks, the average processing time is reduced by up to 60 %.
• Improved customer satisfaction: Hybrid models increase satisfaction levels by combining AI efficiency with human empathy.

Checklist: Signs that your customer service team needs AI

1. Rising operating costs due to the processing of routine requests.
2. Longer response times in the high season.
3. Difficulties in scaling support for global customers.

Conclusion

AI is revolutionizing customer service through cost savings, efficiency gains and improved scalability. However, the true potential is only unlocked through the hybrid model - a partnership between AI and human employees. While AI handles repetitive tasks, human employees provide the empathy and expertise required for complex scenarios.

Want to learn how AI-driven customer service solutions can transform your operations?