66% of customers make use of more than three channels to communicate with a business. This indicates their inclination towards an omnichannel experience, in addition to speedy and personalized interactions. With a view to providing better customer experience, businesses are focusing on digital transformation to improve turnaround time and accuracy of responses. AI transforms customer service, making it cost-effective, faster and efficient. While 45% of companies have invested in AI, 37% of them have already implemented chatbots to automate customer service along with providing 24/7 assistance.