Client Communication

Leading enterprises have achieved measurable improvements in client communication through strategic AI deployment. Uber uses AI agents to help employees be more productive when dealing both with drivers and riders. The company launched new tools that summarize communications with users and can surface context from previous interactions, so front-line staff can be more helpful. In customer support, AI provides conversational summaries, automates investigations, provides empathetic next-best responses, and translates complex policies into actionable routines for resolutions. This allows our teams to focus on higher-value interactions, improving both customer outcomes and operational efficiency, according to a 2025 interview with Jai Malkani, head of AI and product, Customer Obsession, at Uber.

European online eyewear retailer Mister Spex, which serves some 7 million customers across 10 countries found its customer service agents frequently bogged down by mundane queries about order status and having to spend valuable time performing routine tasks. The brand deployed a conversational AI agent to handle simple identify- verification tasks and “where’s my order” queries by either providing a self-service option or routing to an agent if the AI recognized friction or complexity. As a result, it was able to automate 70% of identity-verification requests and 52% of inquiries about order status, according to Nice Cognigy, a provider of customer service technology.

Chatbots are increasingly common on all kinds of websites. Survey data from Invesp shows 67% of consumers have interacted with a chatbot in the past year and a Zendesk study found 51% says they prefer interacting with a bot than with a human.

The global generative AI chatbot market size was valued at $7.66 billion in 2024 and is projected to grow from $9.90 billion in 2025 to $65.94 billion by 2032, a CAGR of 31.1% during the forecast period, according to Fortune Business Insights.