From chaos to loyalty: reimagining customer service in the age of artificial intelligence

Terék Attila, Senior Operations Manager, Foundever

Today’s customers are present on every platform—and they expect brands to be there too. Gen Z typically starts with digital chat, millennials prefer social media, while older generations still favor phone calls. Meanwhile, AI works in the background: responding in real time, translating, and seamlessly handing over the case to a human agent—without interruption, unnoticed.

But consumer loyalty has never been so fragile. Competitors are just one click away, and a single negative experience is enough to lose a customer for good. So how can companies not just survive but lead in this environment? Foundever’s latest publication, The New Customer Care Playbook, identifies five strategic pillars that can truly transform the customer experience—all backed by real business success stories.

Personalized service must go beyond marketing slogans 

Modern consumers expect fast, relevant, and human-centric experiences. A global food company, for example, faced serious challenges due to overworked and demotivated agents. The solution was the introduction of real-time AI-based translation. This single change delivered remarkable results: agent utilization rose from 29% to double, attrition dropped by 81%, and customer satisfaction increased from 94% to 96%. In addition, the company expanded its language support from 16 to 80—proving that personalization and scalability can reinforce, not oppose, each other.

Proactivity is the new standard

Leading brands don’t wait for complaints—they proactively identify and resolve potential issues. One international shipping company used to spend considerable time manually analyzing feedback until they implemented the generative AI-based EverGPT solution. With the new system, organizing and summarizing feedback went from taking two weeks to just two days. The customer service team was then able to focus on meaningful analysis and development—more effectively, using fewer resources, supporting over 350 colleagues in the process.

Being present everywhere is a must

Customers expect companies to follow them across all communication channels—phone, email, chat, or social media. And they expect a seamless, consistent experience. The essence of the so-called omnichannel approach is that all channels are connected, and the customer can switch between them while maintaining the context of the interaction. This requires intelligent use of customer data to provide truly personalized responses. A chatbot with a personal tone or a recommendation based on past behavior may seem like a small gesture—but these build the emotional connection from which loyalty grows. It’s important to emphasize: AI does not replace agents. It can handle repetitive, simple tasks efficiently, allowing human colleagues to focus on complex and emotionally demanding situations. However, this requires a tech infrastructure that links all channels and ensures full CRM integration for smooth information flow.

Technology should empower agents, not compete with them  

Customer service has always been a human activity—and it will remain so. A century-old American insurance company wanted to address inconsistent agent performance and lengthy training periods. They introduced AI-based simulations with role-plays built on real-life scenarios. Results were