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Redefining customer experience with AI
Financial Express Kochi
|September 01, 2025
IN CUSTOMER EXPERIENCE, timing isn't everything. It's the difference between being forgotten and being trusted.
Most customer service systems were built to respond. A customer reaches out. A ticket is created. An agent steps in. It's a cycle that works, until it doesn't. Today's customers expect more than resolution. They want to feel seen, understood, and, importantly, remembered. That's where reactive models start to crumble. Support becomes a bottleneck. Conversations feel transactional. Loyalty never takes shape.
That's where AI agents step in; not as replacements, but as rearchitects of how customer experience works.
Personalization used to be about knowing a name. Then it was about knowing a purchase history. In 2025, the bar is higher.
The most effective CX systems don't just recall the past but also predict what's next. AI agents analyze behavioral signals, spot early signs of friction, and act before the customer ever clicks "Contact Us."
This story is from the September 01, 2025 edition of Financial Express Kochi.
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