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Artificial intelligence has moved from simple automation to a defining force in customer service. While businesses invest heavily in support infrastructure, customer experience continues to suffer. The gap between expectations and delivery remains wide, pushing 65% of customers to switch brands after a poor interaction. Speed and cost efficiency alone no longer guarantee loyalty.
In the latest episode of the Analytics Insight podcast, host Priya Dialani speaks with Abhinav Arora, Chief Executive Officer and Managing Director, EOSGlobe, to decode what AI agents truly mean for modern customer service. Arora makes one point clear early on: AI is not replacing humans. “The real problem isn’t technology,” he argues. “It’s asking humans to do work that machines can handle better.”
AI agents differ sharply from traditional bots. They understand intent, pull data from multiple systems, make informed decisions, and complete tasks from start to finish. According to Gartner's research, customer service teams will adopt generative AI technologies by 2026.
Abhinav warns against adopting technologies based on market excitement. The application of AI needs to address specific issues because its use requires proper problem selection.
The two types of complexity in this situation create a boundary between the two elements. AI systems use their processing power to handle routine tasks such as order status verification, claim verification, password resets, and account updates.
Human beings manage emotional complexity by developing skills to handle various challenges, including financial difficulties, healthcare emergencies, and trust issues. The strongest customer experiences emerge from a hybrid model where AI prepares the ground, and humans resolve the moment.
One of the biggest failures in AI-led service is poor handoffs. Customers hate repeating themselves. The EOSGlobe CEO stresses three essentials: complete context transfer, smart escalation timing before frustration peaks, and rigorous human training. The agents need to start their conversations with full knowledge of the situation; however, they should not use prepared scripts.
Cost savings and faster response times mislead. Real success lies in customer effort score, first-call resolution, sentiment trends, and human work quality. “Start with customer happiness,” The EOSGlobe MD concludes. “Everything else should follow.”
