Modernizing Service Experiences With AI & Digital

Businesses are investing heavily in AI and self-service, yet 49% of customers still do not see AI actively improving their experience. The study looks at what customers expect from modern service, where familiar efficiency metrics can miss part of the picture, and what happens when interactions move between AI and human support.

Afiniti’s contribution explores how AI, people, data, and workflows can work together around the outcome the customer actually needs, using the technology businesses already have.