“CX Day is a good moment to look at what’s next: personal AI agents that make asking for help effortless. There’s plenty to like here, as long as enterprises are ready.
“Until now, every call, chat or email has cost the customer something: patience, time away from their kids and, all too often, a 40-minute wait on hold. Personal AI agents remove that cost. An agent doesn’t get bored on hold, doesn’t mind retrying, and can hunt down a better offer whilst it waits.
“When the cost of asking drops to near zero, people ask a lot more. That’s a big opportunity for the enterprises ready to answer.
“Australia doesn’t have Meta Muse yet, and that gives retailers, banks and healthcare providers a real head start. Build the front door now: one controlled entry point that authenticates the person behind every agent and routes every request, human or AI, to the right place.
“The enterprises that answer well at any volume will be the ones to define the next generation of great customer service.”
