Enterprise organisations are rapidly integrating AI-powered customer service solutions, with IDC reporting 41% of organisations now using AI copilots for customer service and 60% implementing them in IT help desks.
This strategic shift in customer service operations represents an evolution beyond traditional chatbots, as organisations adopt agentic AI solutions capable of perceiving, reasoning, and acting on more complex problems.
ServiceNow exemplifies this trend with its recent launch of AI agents for IT and customer service management. These agents can understand context, create step-by-step resolutions, and get live agent approvals when needed, demonstrating the technology's capability for business operations.
"AI agents can perform specific tasks, or agentic operations, essentially becoming part of an organisation's workforce," states NVIDIA in their analysis. These agents work alongside humans who can focus on more complex customer issues.
NVIDIA's NIM microservices platform powers these implementations with key capabilities:
- Large Language Models for complex reasoning and customer queries
- Retrieval-augmented generation for accessing enterprise knowledge bases
- Digital human interfaces with text-to-speech and automatic speech recognition
Implementation requires three key building blocks:
- Collection and organisation of customer data
- Memory functions for personalisation
- Operations pipeline for regular review and updates
Organisations implementing AI agents report several benefits:
- Boost in efficiency through automation of common questions
- Increased customer satisfaction through faster, personalised interactions
- Enhanced scalability for handling high volumes of support requests
- Improved human representative productivity
The Ottawa Hospital's implementation demonstrates enterprise-scale deployment in healthcare, where AI agents help reduce preprocedure anxiety and administrative tasks for doctors and nurses. Similarly, the city of Amarillo's multilingual digital assistant Emma shows how AI agents can serve diverse populations with 24/7 support.
These AI agents can be trained to understand industry-specific terms and pull relevant information from an organisation's knowledge bases, wherever that data resides, while allowing support teams to prioritise more complicated cases.