释放价值客户服务：人工智能和代理智能的转型影响。

Core Insights - The report emphasizes the transformative impact of artificial intelligence (AI) and generative AI on customer service, highlighting the need for comprehensive reform in this area [1][8] - Organizations are struggling to meet the rising expectations of customer service, with only 45% of consumers expressing satisfaction with their service experiences [2][3][7] - A significant portion of organizations (65%) report low operational efficiency, indicating a pressing need for improvement [4][7] Customer Service Function - The report indicates that 49% of organizations consider themselves unprepared for AI-driven customer service, calling for critical organizational changes and technological interventions [24] - High-level executives identify cultural mismatches, poor interdepartmental coordination, and fragmented IT systems as key barriers to transformation [24] AI Implementation Strategies - Organizations are encouraged to embrace new paradigms by defining roles and tasks for collaborative AI agents and human teams [16] - The report suggests a focus on end-to-end customer experience and the gradual deployment of AI agents, integrating cloud-based services with CRM and data platforms [18][19] - Continuous improvement is essential, with recommendations to define new key performance indicators (KPIs) and assess the impact of AI on service effectiveness [21]