Only 4% of customer service teams have achieved their expected ROI from AI. Gartner surveyed 275 service and support leaders. The survey was released at the Gartner Customer Service and Support Conference. Gartner advises shifting from cost reduction to value creation with AI. Organizations should analyze conversational data to understand customer needs. AI should help derive insights into successful outcomes and friction points. Clean and current data is essential for tailored insights. AI-forward organizations invest 1.8 times more in data foundations than in AI use cases. Leaders should prioritize fewer AI use cases tied to strategic objectives. Training people on when and how to use AI tools remains a key hurdle. Humans and AI should be used where each delivers unique value.

• 4% achieved expected ROI
• 275 service and support leaders surveyed
• 1.8 times more investment in data foundations than AI use cases