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Leading with AI:
The future of customer service in Malaysia
Insights from CX leaders on adoption and emerging trends
Customer service is moving beyond basic automation as leaders embrace AI-first technologies. In Malaysia, 56.6% of CX professionals expect fully autonomous customer service in 3-5 years, with no large enterprise planning to skip AI adoption.
At Yellow.ai Conversate 2024, we surveyed 100+ Malaysian customer service professionals on AI’s impact. Our report reveals how AI-first solutions are reshaping the industry, helping businesses exceed customer expectations and boost ROI. Discover key trends and why adopting AI is crucial for staying ahead.
Unveil interesting insights
1
The surge of AI implementation
73.6% eyeing adoption in the next 12 months, while 24.5% have already adopted AI.
2
Catalysts fueling AI’s growth
Nearly 88% of respondents cite boosting customer satisfaction as their top driver for AI adoption, followed by raising agent efficiency at 78%, data insights at 70%, and cutting costs at 65%.
3
AI integration across channels
68% deployed AI on WhatsApp, 57% on websites, followed by email (47%), Facebook Messenger (39%), Instagram (30%), and telephony (23%).
4
Roadblocks in AI adoption
Integrating AI with existing systems is the biggest hurdle (75.5%), followed by high costs (65.1%), data privacy concerns (53.8%), low technical expertise (46.2%), and employee resistance (26.4%).
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