.png)
Companies across industries are facing the same challenge today: customers want fast, easily accessible, and accurate information 24/7, while demands on customer teams are rising and the cost of human agents keeps increasing. That’s why more and more organizations are turning to artificial intelligence, which can take over a large share of routine communication and fundamentally change how companies talk to their customers—from the first inquiry to the final resolution.
Customers are used to the pace of the online world. They don’t want to wait in phone queues or bounce between multiple channels. Modern AI assistants can now respond to virtually any question in real time, build on previous conversations, work in parallel across chat, email, and phone, and remain available around the clock. For customers, this means faster, more convenient service; for companies, it means handling many more requests without having to increase headcount.
“The era when the customer’s first message was ‘please wait for an agent’ is coming to an end. Artificial intelligence is shifting customer communication toward an instant-resolution model—right where the customer is. The client gets an accurate answer within seconds, and the human team can fully focus on situations where empathy and truly individualized approach are irreplaceable,” says Tomáš Lysek, CEO of coworkers.ai.
Deploying AI changes not only technology, but also the role of people in customer care. Repetitive inquiries about order status, billing, or basic service setup can be reliably handled by an AI chatbot or voicebot. Agents can then focus on complex problems, sensitive situations, and proactive support. The data AI generates from conversations also helps plan capacity better and identify the most common sources of customer frustration.
AI in contact centers isn’t just about automation and “processing” tickets. Well-designed systems can distinguish in real time when a quick automated answer is enough and when it’s better to involve a human. It relieves agents of routine work so they can focus on cases where empathy and an individual approach make the difference.
“Sentiment work is increasingly part of it as well. AI continuously evaluates the customer’s mood—for example through words, intonation, or speaking pace—and gives the agent immediate feedback that helps improve communication quality and team development,” adds Tomáš Lysek, CEO of coworkers.ai.
A concrete example of how AI can transform communication is the deployment of an AI chatbot for Seznam.cz. A high volume of inquiries across different services created the need to automate part of the communication and unify channels into a single system.
“By unifying all communication channels into one system, we automated 50% of customer interactions and reduced costs by 30%. AI chatbots handled more than 35,000 inquiries with 95% factual accuracy,” says Martin Giba, Special Projects Manager at Seznam.cz.
Seznam’s case shows that AI in customer communication is no longer an experiment—it’s a practical tool with measurable impact on customer satisfaction and operational efficiency.
Today, AI can act as a “digital teammate” that serves web chat, phone lines, and email while maintaining context. Customers don’t have to start from scratch each time they reach out. Based on coworkers.ai’s experience across segments—from e-commerce to finance to telecommunications—a similar pattern repeatedly emerges: a well-designed AI assistant can sustainably handle 60–80% of the total volume of simpler inquiries. Companies then see shorter wait times, lower operating costs, and higher consistency of information.
AI can dramatically speed up customer communication, but it performs best where it’s grounded in clear processes and high-quality data. In environments with unclear rules and fragmented information, it can add complexity instead of simplifying—and increase workload for both customer teams and customers. That’s why it pays off to start by clarifying workflows, responsibilities, and a single source of truth.
How a company starts with AI is crucial. Successful projects typically follow a few simple principles: first, map the most frequent inquiries and select one specific use case where AI can quickly deliver a visible impact—such as order tracking or basic technical support. Then choose the best channel for the initial rollout, set success metrics, and iteratively fine-tune the system. Only after that should AI expand to additional products and channels.
“The most important thing is not to treat AI as a one-off experiment, but as a long-term partner for the customer care team. When AI is properly anchored in processes and works with high-quality data, it becomes a stable part of communication—not just a marketing novelty,” adds Tomáš Lysek, CEO of coworkers.ai.
Artificial intelligence is gradually becoming a new standard in how companies communicate with customers. Where overloaded phone lines once dominated, smart assistants are taking over routine requests and freeing people to focus on work where they are irreplaceable. Companies that adapt to this shift in time will gain not only happier customers, but also a competitive advantage through more efficient operations.
