Enhancing Customer Experience with AI Agents

Mohit Sachdeva

Imagine this: A customer reaches out to a company with a complex issue. Instead of enduring long wait times, they’re immediately greeted by an AI agent that understands their problem and offers precise solutions. What sounds futuristic is increasingly becoming the standard in customer service, thanks to advancements in AI technology.

In today’s fast-paced, businesses must deliver support that’s fast, personalised, and scalable. AI agents—powered by natural language processing (NLP), machine learning (ML), and predictive analytics—to reshape how companies approach customer experience (CX).

Transforming Customer Support

Traditional customer service models are constrained by time and human capacity, often resulting in delays and unresolved issues. AI agents fill this gap by offering real-time, accurate solutions at scale.

Industry research shows AI virtual agents can resolve up to 70% of customer queries saving an estimated USD 5.50 per contained call.

To maximise AI’s impact, businesses must choose the right type of AI agent for their unique needs. Let’s explore the three key types of AI agents revolutionising customer service.

1. Conversational Agents

These agents engage customers through chat or voice, using NLP to understand and respond like humans. For instance, H&M’s chatbot helps shoppers find outfits based on their preferences, even during peak seasons.

The conversational agents go beyond just answering queries and can be leveraged as welcoming, interactive assistants that deliver personalized experiences, resolve mundane queries efficiently, and create the feeling of human interaction by offering context-aware, empathetic, and conversational support. The result? Refined customer experiences that drive loyalty and repeat business.

2. Virtual Assistants

Virtual assistants do more than just solve problems; they offer proactive support, such as sending upcoming payment reminders, suggesting subscription renewal and more. For instance, airlines use virtual AI assistants to notify customers about potential delays and provide rebooking options. Hence, turning potential frustrations into trust-building opportunities.

With consumers seeking faster responses, the role of real-time support is more crucial than ever. In fact, McKinsey reports that two-thirds of millennials look for instant support, while 75 percent of customers demand a consistent experience across all channels. AI-driven virtual agents are redefining customer interactions by pre-emptively solving problems and delivering more personalised, efficient experiences. This proactive approach has led to a 30 percent increase in Net Promoter Score (NPS) for organisations, significantly enhancing customer loyalty and long-term satisfaction.

3. Task-Specific Bots

Task-specific bots are designed to manage high-volume, repetitive tasks such as booking tickets, resetting passwords, or processing refunds. Banks like JPMorgan Chase deploy these bots to facilitate secure fund transfers, ensuring speed and accuracy in high-stakes transactions.

While AI-driven bots excel at handling routine tasks, they often face challenges with more complex queries. With Gartner predicting that 10 percent of customer service interactions will be automated by 2026, the need for continuous learning in AI agents is evident. A hybrid AI-human model is key to bridging this gap, seamlessly escalating unresolved issues to human agents. By analysing these escalations, AI systems can continuously learn, refine their responses, and minimise error rates, ensuring improved performance over time.

Bridging Technology with Expertise

As AI adoption accelerates, businesses that strategically implement AI agents will gain a competitive advantage by delivering seamless, efficient, and personalised customer experiences.

From conversational AI to task-specific bots, AI is no longer just a futuristic concept—it’s a business necessity. Companies must focus on choosing the right AI models, ensuring smooth AI-human collaboration, and continuously refining AI capabilities.

At Mphasis, we help organizations harness AI’s full potential by integrating intelligent solutions tailored to business needs. With our deep expertise across industries, we empower companies to drive meaningful customer engagement, enhance operational efficiency, and achieve sustainable growth.

The future of customer experience is AI-driven. Is your business ready?