![Was customer support by AI agents only a good thing? Gartner points out new challenges that arise from their implementation. [Japanese]](https://peeperfrog.com/wp-content/uploads/2025/03/2025-03-25T230000Z8606402493file-1024x536.jpeg "Was customer support by AI agents only a good thing? Gartner points out new challenges that arise from their implementation. [Japanese]")
Was customer support by AI agents only a good thing? Gartner points out new challenges that arise from their implementation. [Japanese]
Author: ＠IT | Source: ＠IT | Read the full article in Japanese
AI agents are transforming customer service by automating interactions between businesses and their clients. Unlike traditional AI models that only generate text or summarize conversations, these advanced agents can perform tasks independently, such as managing customer requests and negotiating on behalf of clients. This shift is expected to change the dynamics of customer service teams, as they will now need to cater to both human customers and machine-driven inquiries.
As the use of AI agents grows, new challenges arise for customer service teams. They must adapt to a landscape where automated requests become the norm, requiring a reevaluation of how services are provided. Companies are encouraged to prepare for this future by investing in scalable infrastructure and optimizing self-service channels to handle increased traffic from AI interactions.
To effectively manage this transition, businesses need to update their service models and establish clear guidelines for data privacy and security. By integrating AI agents into their systems, companies can proactively address issues and reduce reliance on external AI solutions. As customers increasingly trust AI agents to handle their service requests, customer service teams will need to develop new skills to collaborate effectively with these intelligent systems.
