# The Transformative Role of AI in Customer Support > AI in customer support isn Source: https://www.xalt.de/en/blog/transformative-role-of-ai-in-customer-support/ AI in customer support isn't about replacing teams – it's about augmenting them. How hybrid AI-human models drive efficiency and satisfaction, with data and the Klarna example. TEAM XALT Atlassian Platinum Partner · 12 February 2025 · 8 min Up to 30% of your customers could turn away from you if you lag behind in adopting AI in your customer support. A crazy, yet important number. And given that AI has the potential to handle millions of customer queries daily, will human support agents become redundant in the evolving landscape of AI in customer support? This question is becoming increasingly pressing as companies face growing pressure to scale operations, reduce costs, and deliver exceptional customer experiences. However, AI in customer support is not about replacing entire teams, but rather about augmenting existing capabilities. This article explores the transformative potential of AI in customer service, its ability to coexist with legacy systems, and how hybrid models of AI and human collaboration drive unprecedented efficiency and satisfaction. We will also address widespread misconceptions about the impact of AI on the workforce and showcase success stories from industry leaders such as Klarna. ## **The Power of AI in Customer Support** AI has proven to be a game-changer for customer support teams, as it handles workloads quickly and accurately. AI offers the following quantifiable benefits: - **Cost savings:** AI tools such as chatbots and virtual assistants reduce operating costs by automating repetitive tasks. According to Gartner, AI-driven customer service reduces labour costs by up to 30%. - **Efficiency gains:** Klarna’s AI assistant managed 2.3 million customer interactions and reduced repeat inquiries by 25%, highlighting the benefits of AI in customer support. This demonstrates AI’s ability to handle repetitive tasks efficiently without compromising satisfaction. - **Scalability:** AI operates 24/7, ensuring global customer support even during peak times or seasonal surges. ### **Example: AI-driven solution for repetitive tasks** Consider a common scenario: password resets. AI can resolve these low-complexity issues within seconds. Compared to the average human agent handling time of 5–7 minutes per request, AI offers unmatched efficiency. **Visual:** A bar chart comparing AI and human handling times for common requests, illustrating the drastic efficiency gap. ## **The Role of Legacy Systems and Human Employees** The transition to AI does not mean that legacy systems or human expertise must be abandoned. Instead, a successful AI implementation relies on the seamless coexistence of new and existing infrastructure. ### **Why legacy systems remain critical** [Classic support systems](https://www.xalt.de/en/blog/why-classic-support-systems-are-failing/) often store customer data for years and are integrated into backend processes. Integrating AI into legacy systems enhances their functionality by enabling seamless modernisations without interruptions. AI tools can improve – not replace – these systems by acting as a bridge between modern front-end interfaces and established backend frameworks. ### **Hybrid approaches: The best of both worlds** 1. **Efficiency in repetitive tasks:** AI is excellent for routine enquiries such as order tracking or answering frequently asked questions. 2. **Human agents for complex scenarios:** For empathetic interactions, such as resolving disputes or handling complaints, human agents remain indispensable. **Example:** A hybrid workflow in which AI systems first review enquiries, resolve simple issues, and escalate more complex cases to human agents. This ensures faster response times without compromising quality. **Visual:** An infographic showing a hybrid workflow – AI systems review enquiries, human agents handle escalations. ## **Concerns regarding AI and job replacement** ### **Myth vs. reality: AI as an aid** A widespread misconception is that AI will completely replace human agents. The reality? AI serves as a powerful aid in hybrid AI-human customer service, enabling human agents to focus on complex and rewarding tasks. - **Myth:** AI will destroy jobs. - **Reality:** AI reduces the workload of everyday tasks and enables agents to provide higher-quality support. ### **Case study: Collaboration in action** Klarna's customer support model demonstrates how effective hybrid collaboration can be. 80% of enquiries are handled by AI, while escalated cases are dealt with by human agents. This approach has led to a 15% increase in customer satisfaction. ![KI im Kundensupport bei Klarna. Customer Portal Variante - AI Chatbot](https://cdn.sanity.io/images/c475o02b/production/b5d4daca387f667e2cf19193612c16b7b184d794-1875x1200.jpg?w=1504&q=75&fit=max&auto=format) **Want to find out how and where AI will impact your customer support in 2025?** Find out how AI in customer support can help you reduce costs by 40%, shorten resolution times by 50%, and triple customer satisfaction. ![Document about AI customer support trends with statistics shown.](https://cdn.sanity.io/images/c475o02b/production/d61bc8df2d5fb5c67b7ebce6c8e24ae542689856-667x738.png?w=1504&q=75&fit=max&auto=format) ## 6 AI Customer Support Trends for 2025 Reduce costs, increase customer satisfaction and impress with AI-supported support. [**Download Trend Report**](https://team.xalt.de/de/6-ai-customer-support-trends-for-2025) ## **ROI of AI-driven customer service** The introduction of AI in customer service is not just a trend, but a strategic investment with measurable returns. ### **Key ROI data points** - **Cost reduction:** AI can handle workloads equivalent to 700 human employees, thereby saving significant labour costs. - **Improved resolution times:** By automating routine tasks, the average processing time is reduced by up to 60%. - **Enhanced customer satisfaction:** Hybrid models boost satisfaction scores by combining AI efficiency with human empathy. ### **Checklist: Signs that your customer service team needs AI** 1. Rising operational costs due to handling routine inquiries. 2. Longer response times during peak seasons. 3. Difficulties in scaling support for global customers. ## **Conclusion** AI is revolutionising customer service through cost savings, efficiency gains, and improved scalability. However, its true potential is only unlocked through the hybrid model – a partnership between AI and human employees. While AI handles repetitive tasks, human employees provide the empathy and expertise required for complex scenarios. Would you like to find out how AI-driven customer service solutions can transform your operations? ![Document about AI customer support trends with statistics shown.](https://cdn.sanity.io/images/c475o02b/production/d61bc8df2d5fb5c67b7ebce6c8e24ae542689856-667x738.png?w=1504&q=75&fit=max&auto=format) ## 6 AI Customer Support Trends for 2025 Reduce costs, increase customer satisfaction and impress with AI-supported support. [**Download Trend Report**](https://team.xalt.de/de/whitepaper-change-management) ## Ready to bring AI into your customer support? We help you build a hybrid AI-human model for your customer support that boosts efficiency and satisfaction alike. 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