Customer service AI in UK trails Europe

12th December 2019 |   Journal Of Sales Transformation

The UK is trailing behind Europe in customer service as brands race to adopt AI technologies in order to transform how they engage with customers. This is according to a new report from customer engagement software company Freshworks. The report reveals that just over half (54%) of UK senior decision-makers state their business currently uses AI – in areas such as chatbots, virtual assistants, Natural Language Processing (NLP) and facial recognition – for customer service departments, compared to 97% in the Netherlands, 86% in France and 81% in Germany.