Customer care expectations are no longer shaped by a single channel or a single moment—they’re shaped by every interaction. For customer care leaders, the challenge isn’t simply adopting AI. It’s building customer care capabilities that reduce cost to serve while delivering consistent, high-quality experiences at scale.
Our executive brief AI-Enabled Customer Care in 2026 outlines what modern customer care looks like in 2026, with a practical focus on the operational foundations that enable measurable outcomes across digital and human channels.
Inside, you’ll explore three requirements for scalable, AI-enabled customer care:
that increases containment and improves resolution without adding headcount
that use AI and analytics to personalize interactions and evolve journeys across channels
Insight-driven performance
that connects customer behavior and operational metrics to improve decisions and demonstrate impact
A glimpse into AI-Enabled Customer Care in 2026
Meet your new sales force
Through AI applications, customer service reps (CSRs) tap into valuable insights that empower them to turn customer interactions into selling opportunities. And because AI bots can handle low-level requests such as password resets, human reps have more time to spend on revenue-generating conversations instead of rushing to pick up the next call.
When a major telecom enterprise put this principle into practice, they found it easy to train their customer service reps in the art of selling products and services. CSRs deal with customers directly day in and day out, so it’s only natural that they become experts in the problems and aspirations surrounding the customer experience. This expertise forms a solid foundation for reps to capitalize on opportunities for discussing the organization’s latest promotions, new products, upgrade offers, and more.
Ready for more?
Download your copy of AI-Enabled Customer Care in 2026 today.