AI in customer communications: 5 key benefits of modern CCM

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85% of customer service leaders say they’re already testing or launching new AI features for customer-facing use cases.* To keep up with the competition, look for strategic ways to bring AI into your customer communications processes.

AI can significantly reduce time to resolution while simultaneously improving the customer experience. Meanwhile, it frees up teams to focus on complex customer requests and high-value interactions that drive growth.

This article breaks down what AI in customer communications means, and the benefits it brings. We cover the latest data from across industries and share examples from teams already seeing results, so you’ll see what ROI to expect. 

How is AI used in customer communications?

AI in customer communications can intelligently automate, prompt, and analyze customer interactions. The goal is to enable businesses to manage a greater volume of conversations while maintaining great customer service and without overwhelming their teams.

Some AI tools manage customer interactions independently of human agents. For example, AI voice agents can respond to basic queries if you train them on company and customer data. This feature is especially popular in retail, where voice agents can handle routine questions about products, deliveries, and returns at scale.

But many AI tools are designed to complement customer service agents. They help teams resolve customers’ issues faster and manage interactions more effectively. 

For instance, AI’s natural language processing capabilities enable it to analyze text and voice dialogue to understand customer sentiment and conversation trends. This provides the essential context required to pinpoint areas where your customers are struggling so your agents can provide proactive solutions. 

The measurable advantages that AI brings to customer communications

When used in customer communications management (CCM), AI increases your team’s efficiency and lowers costs while consistently improving the quality of the customer service experience.

Explore AI benefits in more detail in the following sections.

Increased CSAT

AI makes customer interactions more efficient, consistent, and personalized. And customers notice the difference: 81% agree that AI has become essential to modern service.

One major reason is that AI reduces wait times. Tools like AI voice agents and advanced call routing help customers get answers and resolutions quicker to reduce frustration. For example, when tech startup Puls started using AI Assist from Aircall to review calls, they saw their CSAT scores rise by 50%.

AI also helps agents have more contextual, empathetic interactions with customers. Sentiment analysis and conversation trends enable you to pinpoint and meet customer needs more effectively and uncover areas for improvement within your service. 

Decreased resolution time

Agents resolve customer queries faster when AI supports various  aspects of the CCM workflow. “I've found that AI significantly reduces response times, allowing us to engage customers in real time rather than making them wait hours or days for assistance,” notes Will Yang, Head of Growth & Marketing at Instrumentl.

AI-powered call assistants, for example, provide agents with contextual talking points, tips, and resources to improve time to resolution and customer satisfaction. 

In one case, a construction company cut its response times from 125 minutes to a couple of seconds by using a gen AI system that helps staff navigate thousands of pages of technical-support documentation.

Another one of AI technology’s biggest time-saving features is automated routing. By analyzing customer data and the nature of their query, the system can identify the correct department or agent to route the call to in just seconds.

And in many cases, an AI Voice Agent like Aircall’s can resolve basic issues like checking an order status or resetting a password without involving a human agent. This removes the wait for customers while clearing your queue for more complex inquiries. 

Provide better, faster, round-the-clock service with Aircall’s AI Voice Agent. Learn more.   

Lower support costs

Automating CCM with AI reduces manual workload while improving agent productivity. This allows you to scale your customer support without increasing your labor costs.

One bank saw a 20% reduction in cost-to-serve after integrating AI into its customer communications workflows. After 12 months, the number of customers using the self-service features had more than doubled, and agent interactions dropped by around 50%, meaning agents had more time in their day to focus on more complex customer interactions.

Gartner predicts that AI agents will become capable of handling up to 80% of common customer queries by 2029. This suggests that cost savings will likely increase exponentially as the technology evolves and becomes even more valuable to your human agents. 

Better training and improved agent performance

79% of agents agree that AI support significantly enhances their capabilities. Beyond automating tasks, the technology gives them deep insights into their performance so they know where to improve.

Here’s how a tool like Aircall’s AI Assist Pro supports with agent training:

• Call reviews: AI speeds up call reviews with automated summaries, key topic recognition, and customer mood analysis. Managers can use the time they would have spent manually assessing calls to develop more in-depth feedback and training for agents. 

• Call scoring: Managers can set evaluation criteria based on tailored KPIs and goals. The technology automatically rates agent interactions based on these criteria to generate meaningful, consistent feedback.

• Always-on assistant: When agents are on calls, AI can provide contextual tips and resources. This extra support is especially valuable for new hires who may not have internalized all the best practices from your training or developed an instinct for how to respond to customers across a range of scenarios.

Revenue growth through upsells and retention

AI tools turn customer service interactions into revenue drivers. These solutions use keyword and sentiment analysis to find the ideal opportunities for upsells and prompt agents to act.

For example, suppose a customer calls a software company to renew their subscription. They’re satisfied but mention in passing that they always hit the monthly storage limit early. An AI assistant could detect this information and suggest that the customer is a good candidate for a higher tier with unlimited data.

These tools can also flag potential churn risks so you can intervene and protect your current revenue streams. They can indicate when customer sentiment is very negative toward your company or detect key phrases like ‘budget might change’ and ‘using the service less’ during calls so you can take proactive steps toward retaining customers.

Discover the ROI of leveraging AI for your customer communications management

The ROI you’ll see when incorporating AI tools into your customer service processes will depend on your unique context. For example, industries with a high volume of routine inquiries, like retail and tech, may see higher returns than ones with relatively low volumes, such as accounting firms or real estate agencies.

Nonetheless, research indicates that companies are generating meaningful returns across sectors. One McKinsey study found that a third of customer service teams experienced at least a 5% revenue increase after implementing AI. The same report found that this number is growing exponentially year-on-year as the technology advances and adoption accelerates.

Want to see what ROI you can expect from integrating AI into your customer communications management strategy? Try our AI Voice Agent ROI calculator.

Discover Aircall: A leading partner for voice-first, AI-powered customer communications

Besides increasing efficiency and improving service quality, AI has the power to create new revenue opportunities.

Aircall is the ideal partner to help you incorporate AI into your customer communications strategy. AI Assist delivers targeted insights to help agents perform their best, while our AI Voice Agent ensures you never miss a call again.

Most importantly, Aircall’s AI tools are highly intuitive and easy to set up; you can have your AI Voice Agent answering customer queries in a matter of minutes. 

In short, Aircall AI works for you. As the COO of Novated Lease Australia, Kirsty Lake, says, "[These] AI tools are definitely the future of voice communication. They’ll help us work smarter and continue delivering personalized, efficient service."

Take pressure off your agents and empower them to hold better conversations with Aircall’s advanced AI features. Learn more. 

*Gartner Survey Reveals 85% of Customer Service Leaders Will Explore or Pilot Customer-Facing Conversational GenAI in 2025, Gartner

Frequently asked questions about omnichannel customer communications

How can AI be used in customer service?

AI in customer service is best used to automate repetitive tasks, such as CRM logging and call routing, and support managers with call reviews and analysis. Some solutions can even handle basic inquiries independently, such as price estimates, delivery information, and resetting login details.

What is the best AI for customer service? 

The best AI for customer service is a combination of generative and analytics tools. Generative AI can respond to inquiries at scale, whether that’s through text or voice-based communication. On the other hand, AI analytics can handle complex tasks like gauging customer sentiment or call scoring based.

Aircall, for example, offers both generative AI features (AI Voice Agent) and AI analytics tools (AI Assist). 

What is the future of AI in customer service?

AI is set to handle more and more customer interactions over the next decade. However, the technology hasn’t advanced to the point where it can replace entire departments, as even the most cutting-edge tools still struggle with complex and nuanced customer inquiries.

How does CCM improve customer satisfaction?

CCM improves customer satisfaction by enabling faster response times and more personalized customer service, making it easier to meet customer expectations. However, CCM benefits largely depend on the strength of your existing customer service processes and the quality of the tools you use.

Does CCM reduce support costs?

CCM reduces support costs by improving efficiency and accuracy across all the channels you manage. Both higher productivity and fewer mistakes significantly lower your labor expenses. You can increase the ROI of CCM by investing in AI-powered solutions like Aircall to speed up call reviews and take pressure off your team with an automated AI Voice Agent.

Why is CCM important in sales?

CCM is crucial in sales because it streamlines communication, ensures consistency across channels, and personalizes interactions at scale. This builds trust, improves customer experience, and boosts conversion rates. By managing touchpoints effectively, sales teams can close deals faster and maintain stronger relationships throughout the buyer journey.

Published on July 22, 2025.