Top AI adopters in customer service see 50%+ KPI gains: EY
In short
EY India says the best AI users in customer service saw 50% or more improvement in key performance measures. The report says the biggest gains were seen by organizations getting the most value from AI.
What the reporting says
Organizations getting the highest value from AI in customer service reported up to 50% or higher improvements across core customer service key performance indicators, according to EY India's latest report. The findings highlight uneven value realization across companies, even as leading adopters show stronger operational gains. The update points to AI as a material efficiency driver for customer service teams.
Why it matters
EY India's latest report says top AI adopters in customer service recorded up to 50% or higher gains in core customer service KPIs. The report also says value realization remains uneven, suggesting that benefits are not spread equally across organizations. The findings are relevant for companies investing in AI-led customer service operations and for vendors serving that market.