Keeping customers happy in the AI era

As Al evolves to suggest better pathways, we must ensure technology serves ethical care, not profit-driven medicine

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IN TODAY'S DIGITAL-FIRST world, customer expectations are evolving. Customers seek seamless, personalised interactions and real-time problem resolution. Traditional automation tools no longer suffice. Agentic AI — intelligent systems capable of reasoning, deciding,and acting autonomously — will redefine customer support by blending efficiency, scalability, and human-like engagement.

A recent shift in enterprise IT priorities underscores this: 85% of CIOs plan to increase Al budgets this year, with 42% identifying customer experience as the primary driver. Businesses are no longer just experimenting with Al in customer service — they are rearchitecting support operations to be more responsive, intelligent,and empatheticat scale.