AI Agents in Customer Service: Transforming User Interactions

Artificial intelligence can be used in many areas including fintech, supply chains, logistics, DeFi investment, and customer service. The latter is used by 56% of companies according to Forbes. Generative AI is especially good at providing a level of efficiency that has never been seen before. Some studies estimate that up to 80 million jobs will be eventually lost to AI. A huge chunk of them are in the customer care industry.

What are AI agents good at?

We are already at a stage of AI development where it is cost-efficient to train large models instead of employing humans for many mundane tasks. Agentic AI is penetrating all markets at once with 77% of all companies in the US and Europe already using or planning to use artificial intelligence. Another interesting statistic says that 63% of businesses are going to adopt various autonomous intelligent solutions within the next three years.

Currently, AI agents are used in many areas including:

• Up to 56% of companies use them to improve customer service efficiency.
• 51% of companies are employing them to strengthen cyber security.
• 47% build personal digital assistants (including Rivo.xyz with its Maneki AI).
• 46% are implementing AI to improve customer relationships.
• 40% are using them for logistics, inventory management, and other similar tasks.

The benefits of AI in customer support are the most apparent. Usually, companies struggle with the volume of incoming inquiries from clients. Many experts say that several seconds of delay when responding to an inquiry can lead to a lost sale or negatively affect user satisfaction. While AI agents are still less capable than their human counterparts in solving nuanced issues, they are faster and cost pennies on the dollar.

In 2024, Forbes reported that over 83% of businesses put AI at the top of their priority lists. At the same time, 58% believe that personalized experiences for clients are hugely important. AI agents in customer service can provide a unique way of UX personalization by adjusting recommendations, suggestions, and advice based on what users are interested in. The same is happening in the world of DeFi investment with companies like Rivo using AI agents to give users actionable insights, tips, and suggestions.

One of the biggest issues with the implementation of artificial intelligence in many areas is the absence of really good methods for assessing the effectiveness of AI agents in customer service and many other fields where human-to-machine interactions occur regularly. It is simply too hard to judge any system that interacts with humans because its outputs are perceived with prejudice and can be biased. The quality of outputs is also lackluster with 54% of users easily discerning AI-generated content from what humans create.

Transforming user interactions with AI

In 2025, many companies will significantly increase their efforts in agentic AI implementation because the experience of many businesses that have already done that tells a very appealing story. The use of fully automated chatbots, workspace correspondence, and UX personalization allows companies to cut costs, operate with an increased level of efficiency, and keep in touch with all customers even if they are short on staff.

Here are some examples of successful projects using AI in customer service:

• Netflix uses a special personalization system to identify the best recommendations for users. The company reported a significant increase in user engagement after implementing the personalized recommendation system. Netflix is also planning to employ its AI system to produce better content by using gathered data for upcoming TV and movie productions.
• Humana is a massive insurance giant. Before it implemented its AI system, users often neglected the IVR system and immediately asked the system to connect them to a human representative of the customer care department. The new robot speaks to users and provides them with valuable insights and interesting suggestions for personalized insurance plans.
• Rivo.xyz is a DeFi investment platform that analyzes protocols and various crypto pools to identify the best options for investors. The Maneki AI agent guides users by providing tips for interface functionality, gives actionable investment insights, and can customize the selection of recommended strategies based on user feedback. Rivo is capitalizing on the current and future trends in AI and customer service to deliver an excellent user experience.

One motif becomes apparent when you start analyzing successful use cases. Companies are trying to increase the throughput of their customer service systems and improve the quality of UX/UI by integrating artificial intelligence into their platforms.

The improvements so far have been quantitative, not qualitative. Users still largely dislike the idea of receiving help from automated systems. However, they do not feel the same level of dissatisfaction when they are gently guided by something like Rivo Maneki AI.

Trends in AI for customer service

Whether we are talking about choosing the best DeFi strategies or selecting the next bit of entertainment to consume, artificial intelligence can be incredibly useful and produce noticeable advantages. Companies pioneering the field are harvesting all the fruits. Below are some of the most important use cases for this technology:

• Raffle AI reports that 67% of all consumers like the idea of serving themselves. The future of AI in customer service is all about creating ways to automate as many processes as possible to allow users to do everything without any intervention from specialists.
• Sentiment analysis is another important aspect of AI use. Processing natural language inquiries from users can enhance the quality of outputs and cut costs related to running a massive customer care department. Rivo is using Maneki AI to ask customers about their DeFi investment preferences to help them choose the best DeFi strategies!
• Chatbots are still the biggest trend in enhancing customer experience with AI. We don’t have to tell you that the vast majority of CS chats are already managed by various autonomous systems that can also provide personalized support, reroute requests, answer in multiple languages, and do all sorts of great things for companies using them.

In 2023, a study by Gartner already had a spectacularly high number of companies that use AI to create a better customer experience. Over 80% of companies were already using it. The influence of technology on the development of customer service is undeniable. 26% of customer service professionals were using AI to improve their work according to IBM in 2024. 15% of contact centers used it to create automatic summaries and allow human specialists to provide faster and better support.

The main takeaway

Companies like Rivo demonstrate how agentic AI can be used to significantly improve user and customer experience by offering a new level of personalization to all interactions with clients. Since many companies in the DeFi investment sector rely on user feedback, many protocols and companies like Rivo become case studies for how communities influence innovations in the field of AI and customer service.

If you are interested in using advanced platforms to select the best DeFi strategies with the selection enhanced by AI involvement, you should check out Rivo and its Maneki AI.