未来服务：智能体验时代

THE AGE OF INTELLIGENT EXPERIENCE February 2026 CONTENTS Unlocking New Revenue Streamswith AI in Service06 TheFuture of Service|The Age ofIntelligent Experience01 The Next Layer of Intelligence |IncrementalAI Opportunities07 TheAI Service Value Map|Where AI CreatesValue in Service TheNew Service Technology Architecture TheEconomics of AI The Human Dimension |Redefining theWorkforce of Service09 TheAI LeversPowering Efficiencyin the NewContact Center From Vision to Value|The AI ServiceTransformation Roadmap10 Driving ROI withAI Efficiencyin Field Service EXECUTIVESUMMARY TheAge of Intelligent Experienceis upon us. Customer service is on the brink of its most profound reinvention in decades—an AI-first future whereevery interaction is faster, smarter, and deeply personalized. Technology has finally reachedcapability levels where it can address the most complex customer needs while simultaneously enabling the efficiencies requiredof today's contact center and field service business leaders. We will explore how business leaders can harness today’s opportunities to reshape and radically transform the customerexperience with anAI-first approach.The Future of Service should see it shift from cost-center operations to value-drivenexperience ecosystems where AI becomes theengine for both empathy and efficiency.We’ll take a look at how thistransformation is not only redefining the workforce by shifting roles from reactive service agents to proactive knowledge curatorsand AI collaborators, but also creating new pathways forintelligent revenue generationthrough predictive insights andhyper-personalized engagement. Lastly, we’ll explore how the convergence of data, automation, and human-AI collaborationis creating new architecture dependencies that demand trust, transparency, and unified data strategies to power intelligentcustomer experiences. We will deliver a clear vision for building efficient customer service that continuously learns, evolves, and delights, culminating in aroadmap for thriving in theAge of Intelligent Experiencewherehumans are heroes, and AI does the rest. If you’re only optimizing people,you’re already behind. The next decade belongs tothose who optimizeserviceintelligence. THE AGE OFT H EF U T U R E O F S E R V I C E INTELLIGENT EXPERIENCE The third wave of serviceFrom digital to agentic AI capabilities now drivemeaningful impactthrough service thatis: AUTONOMOUS AIunderstands requests, makes decisions,and completes tasks end-to-end in real time. PROACTIVE AI understands intent and anticipatescustomer needs before they are expressed. HYPER-PERSONALIZED AI tailors interactions to the individualcustomers’ history, preference, and context. SCALABLE AI handles multiple interactionssimultaneously. of contactcenter leadersareplanningto useagentic AIbyend of 20261 Cost optimization (efficiency) and customer-centricity (experience) come together. SERVICE IMPERATIVESIN THE AGE OF INTELLIGENT EXPERIENCE DRIVE SERVICE EFFICIENCIES >30%estimated average costreduction enabled by AI1 Service operations costs are rising, andtraditional cost levers such as offshoring,consolidation, and standardization arebecoming increasingly expensiveas volumegrows and processes remain labor intensive. Customer serviceleadersfacemounting imperatives. ENHANCE CUSTOMER EXPERIENCE #1priority for contactcenters leaders1 Customers expect fast, consistent, andpersonalized support across everytouchpoint,yet traditional workflows arelimited, creating gaps in experience that impactsatisfaction and loyalty. AI promises abold,transformationalresponse. 1.2xmore likely for customersto make repeat purchaseswhen they have support intheir preferred channel2 CREATE NEW VALUE Service is no longer just a cost center;it is a potential engine forpredictive insights, loyaltycreation, and revenue expansion In the new era of Intelligent Experience,humans andmachines become one ecosystemenabling each other. Today’s technology advancementsimpact the entire spectrum of service S E R V I C EC A P A B I L I T Y CUSTOMERSUCCESS CONTACTCENTER IN-STORE /IN-BRANCH FIELDSERVICE SELF-SERVICE M O D A L I T Y •Physical location, in-person •Live human support•Insourced / outsourced •In-product / in-app•Omnichannel virtual assistants•Web / mobile •Coordination and delivery ofservice at customer’s location •Pre-and post-sale supportand account management P R I M A R YF U N C T I O N Provide personalized service to acustomer at the point of sale,allowing for dedicated, extendedinteractions and handling ofsensitive information where in-person presence is required Deliver hands-on service at acustomer’s location, includinginstallation, maintenance, repair,inspections, or support of products,equipment, or systems through amobile, distributed workforce Manage customer relationshipsthroughout the journey to supportsatisfaction and adoption of productsand services while identifyingopportunities for expansion thro