RINGCENTRAL ® EBOOK | AN INTRODUCTION TO AI IN CUSTOMER SERVICE 1 An introduction to AI in customer service Artificial intelligence (AI) adoption has risen dramatically in the customer service industry over the last few years. The global pandemic was a major catalyst, but it only served to escalate a trend that was already in progress. McKinsey 1 recently reported that top users of AI within the service sector facilitate 95 percent or more of their service interactions via AI or digital channels. In its report on The State of AI in 2022 2 , McKinsey surveyed business leaders on various use cases to determine its most common practical applications. The most prevalent response was “Service Operations Optimization,” with 24 percent of companies identifying the use of AI for t

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