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Why AI is the Key to Modernising Customer Service Across All Industries

  • Writer: Nick O'Halloran
    Nick O'Halloran
  • Sep 3
  • 2 min read
A glowing AI chip on a dark circuit board background, with bright golden lines radiating outward, creating a futuristic and tech-inspired mood.

AI has rapidly transformed the way businesses handle customer service, and this shift is not limited to the automotive industry. From retail and finance to healthcare and telecommunications, AI is now a key player in the modernisation of customer service across all sectors.


The Power of AI in Customer Service

In Australia, AI technology is already reshaping the customer service landscape. According to PwC, 62% of Australian consumers would prefer to interact with AI for basic service requests, demonstrating a strong desire for automation in customer-facing operations. AI can process natural language, understand customer needs, and provide instant, relevant responses. These systems can handle everything from answering general queries to complex issue resolution, all while reducing the strain on human resources.


AI-powered solutions, such as chatbots and voice assistants, offer businesses the opportunity to serve customers more efficiently while maintaining a high level of personalisation. Solutions like Ask Harry are leading the way by providing an easy, voice-activated interface that allows customers to quickly

resolve issues, book services, and get information.


"AI is helping industries not just meet but exceed customer expectations," says Barton Ip, Chief Operating Officer. "It’s about anticipating customer needs before they even ask."

The Role of AI in Delivering Faster, More Efficient Service

The traditional model of customer service, which often involves long wait times, complex menus, and multiple transfers, is becoming increasingly outdated. AI technology is enabling businesses to streamline these processes, providing customers with a quicker, more direct route to the information they need. AI-driven chatbots and voice assistants can handle routine inquiries, allowing human agents to focus on more complex tasks.


The integration of AI also allows businesses to offer 24/7 service, making it possible for customers to get answers and resolve issues at any time, without waiting for business hours. This is a game-changer for businesses in highly competitive industries, where providing round-the-clock service is crucial for customer retention.


Neon mic icon with "AI" text, surrounded by a glowing pink and blue sound wave circle on a dark blue background. Futuristic and tech vibe.

Benefits of AI in Modernising Customer Service

  • 24/7 Availability: AI-powered solutions ensure customers can interact with businesses at any time.

  • Instant Responses: AI provides immediate answers to common queries, reducing wait times.

  • Cost Reduction: Automating routine service requests lowers the need for large customer service teams, saving businesses money.

  • Improved Customer Satisfaction: AI enhances the speed and accuracy of responses, leading to higher levels of customer satisfaction.


As AI continues to evolve, its impact on customer service will only grow, further enhancing how businesses engage with their customers.

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