According to Barclays, the cost per human interaction for completed service requests is $6, while the cost per AI interaction is as low as $1.
One of the leading emerging use cases for artificial intelligence could be automating customer support requests, according to Barclays. At a time when some investors are beginning to doubt the AI momentum, some companies are now experimenting with AI for customer support and consumer-facing features. Barclays analysts estimate that for companies in the gig economy, AI could help drive more than 200 basis points of margin improvement from automating requests.
Lyft stands to be the biggest beneficiary of AI automating customer support requests, assuming that it can move just over a third of its Level 2 and 3 human-based customer service requests to AI. Barclays estimates that AI could drive EBITDA growth up by around 8% for the ride-sharing company, which has significantly high customer service request volumes.
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