罗兰贝格：2026年热潮褪去 回归现实：AI时代的客户服务研究报告（第二版）（英文版）

The hype around AI in customer service has faded – but the reality may be even more compelling. In last year's study, around 95 % of respondents said they were using AI in customer service. This year, that share has fallen to 54 %. This sharp drop does not indicate a reversal of AI adoption; rather, it reflects a more realistic assessment of what actually constitutes AI in customer service operations.

Customer service organizations continue to grapple with persistent structural chal