This is a commentary on a report about AI's potential impact on jobs, not a concrete new development.
This report underscores the dual impact of AI in customer service: while it demonstrably improves efficiency by reducing wait times, it also elevates customer expectations for faster, self-service-oriented resolutions. Companies must now not only adopt AI but also master its implementation to stay competitive.
52% of consumers expect faster service from companies using AI
AI implementation cut customer wait times by two million hours in New Zealand in 2025
AI implementation cut customer wait times by two million hours in New Zealand in 2025
New Zealanders still spent 22 million hours on hold, indicating room for improvement
72% of customers prefer self-service options before contacting support
A ServiceNow report indicates that AI implementation in New Zealand customer service reduced wait times by two million hours in 2025, though significant hold times persist. This highlights AI's efficiency gains while increasing customer expectations for faster, self-service resolutions.
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