Getting To Know You: The Era of AI-Driven Proactive Customer Service Has Arrived

Nov. 27, 2023 | By Acxiom

Proactive customer service in the digital realm isn’t new. It’s already table stakes for most B2C enterprises.

Many use cases employ an element of early-generation AI or machine learning to detect and learn from customer behaviors to enhance future service.

However, the explosion of generative AI and sophisticated large language models (LLMs) is changing the game entirely. In fact, in our latest report ‘Where AI and Marketing Collide: 2024 CX Predictions’ – which polled 200 organizations and over 2,000 consumers – proactive customer service was identified as one of the key AI-powered CX trends for 2024.

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