Key Takeaway
Ben Neo from Zoom highlights the transformative impact of agentic AI, which is expected to autonomously resolve 80% of routine customer service inquiries by 2029, potentially reducing operational costs by 30%. Zoom has already experienced a 65% annual increase in contact center customers and secured its largest AI Virtual Agent deal. Neo emphasizes the shift from reactive support to proactive autonomy, driven by advancements in AI, including sentiment detection and predictive capabilities. With over 25 years in enhancing customer experience strategies, he expresses excitement for future innovations in the market. For more insights, refer to his Q&A with Technology Magazine.
Ben Neo from Zoom discusses how agentic AI is set to autonomously resolve 80% of customer queries by 2029, revolutionizing efficiency and satisfaction in customer service.
According to Gartner analysts, by 2029, agentic AI will handle up to 80% of routine customer service inquiries on its own, potentially reducing operational costs by as much as 30%.
Zoom is already witnessing this trend, with a 65% year-on-year increase in contact center customers and its largest AI Virtual Agent deal to date.
Ben Neo, Head of Zoom Contact Centre and CX Sales EMEA, is experiencing this transformation firsthand and explains how AI is evolving from reactive support to proactive autonomy.
With over 25 years of experience in enhancing customer experience strategies, Ben has a proven track record of helping organizations maximize their technology investments to achieve positive outcomes in both the public and private sectors.
“I am incredibly excited about the next stage of innovation in the market with the introduction of AI,” he states.
This week, Ben spoke with Technology Magazine about how sentiment detection, predictive capabilities, and AI-driven voice agents are reshaping metrics for efficiency, satisfaction, and customer lifetime value. You can read the full Q&A by clicking the link in the headline.
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