AI leaders in customer service are posting 50% gains, but fewer than a quarter of firms are among them
Organisations extracting the most value from artificial intelligence in customer service report improvements of 50% or more across core performance indicators, according to a new EY India report, “Demystifying AI in customer service: Navigating AI-led transformation to value realization”. The study, published on 4 November 2026, draws on more than 100 in-depth survey responses and executive interviews across industries and geographies. Its central finding is that while AI adoption is now widespread, the ability to turn it into business value remains highly uneven.
Three tiers of value realisation
EY sorts respondents into three groups according to the value they say they have realised from AI in customer service. Achievers, who make up 23% of the sample, report high or very high value. Challengers, at 33%, report moderate value, while the largest group, Aspirants at 44%, report low or very low value.
The gap in outcomes is stark. Achievers...
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