IDC PlanScape: Humanlike AI Agents to Drive Automation in Enterprise Customer Service and Contact Center Applications

This IDC study discusses the transformative impact of humanlike AI agents in enterprise customer service and contact centers. These AI agents, powered by advanced large language models, offer solutions to challenges like high turnover and inefficiencies in traditional human-staffed centers. They enhance customer experience by providing empathetic, accurate, and personalized interactions. Successful implementation requires aligning organizational readiness, AI applications, and strategic integration. Key stakeholders include customers, managers, agents, and business leaders, all aiming to balance cost reduction with service quality and customer satisfaction."Humanlike AI agents redefine customer service, blending empathy with efficiency, challenging traditional roles, and sparking a new era of personalized, scalable interactions." — IDC Research Director Lou Reinemann