By 2028, 30% of Fortune 500 companies could use AI-only service channels

“Seamless customer experience includes multiple aspects – personalization, omnichannel strategy, customer journey mapping, and relationship building,” said Bhanushee Malhotra, practice director at Everest Group. “While utilizing AI for task automation and predictive insight generation is helpful to achieve seamless CX, there is a huge risk of AI being used to create highly convincing and personalized scams.”

The role of conversational AI in the future of customer service

The proliferation of GenAI in daily life is shifting customer behavior. Gartner’s research revealed that 45% of customers already use generative AI either personally or professionally. This growing reliance is expected to lead to 70% of customer service interactions being initiated — and resolved — through third-party AI assistants like Apple AI or Google Gemini by 2028, the report added.

These assistants offer customers a more intuitive and low-effort experience compared to traditional service portals. Quinlan cautioned that companies must reevaluate their investments in self-service portals.