Foreword: The future of customer service

In today’s fast-paced environment, time is our most valuable asset. As the founder of Jotform, I’ve dedicated my career to creating tools and solutions that allow you to streamline your operations — so instead of spending precious hours on administrative tasks, you can rededicate your time to strategic growth.

One of the most transformative advancements in efficiencies like these (and generally in our lives) is the genesis of artificial intelligence (AI) agents.

The AI Agent (r)evolution

AI Agents have come a long way from their earliest iterations as simple chat tools or bots. 

In today’s world, they are sophisticated systems whose code and data consumption renders them capable of understanding context, telling jokes, detecting sentiment, predicting contextual outcomes, and providing personalized solutions. This evolution is not just a technological advancement; it’s a testament to a collective commitment to enhancing efficiency and productivity in the workplace.

Jotform AI Agents are automated, no-code customer service tools that answer user queries in real time and guide customers through form-filling and troubleshooting 

Elevating the future of customer service

Giving AI Agents a laser-like focus on customer service isn’t just about keeping up with trends; it’s about fundamentally transforming our product, and in turn, how we interact with our users through our product. 

Jotform AI Agents can handle customer inquiries at scale, across multiple channels, simultaneously. As a result, customers enjoy a better, more responsive experience thanks to more prompt responses and reduced wait times. 

With the training you provide them, and by analyzing customer queries, our agents tailor their interactions to individual customer preferences, helping you create better engagement across the board. Most importantly, their ability to provide consistent and accurate information builds trust and reliability with every customer interaction.

Productivity grows with AI and human collaboration

In all the uproar about the perceived dangers of AI, it’s important to understand that AI is best used to complement human efforts — not replace them. When AI assistants work with humans to perform customer service tasks, the data reveals an increase in issues resolved per hour.*

By automating routine tasks, AI can free us up to focus more on complex problems and value-driven interactions. This collaboration leads to a more efficient workflow and allows businesses to allocate their human resources where they matter most.

Look no further than our own Jotform AI Agents beta users. For example, some of our beta users had their agent take customer calls while monitoring the calls themselves, which helped them guide customers through questions. In other instances, some used agents as customer-facing personal concierges to answer customer event inquiries.

What this tells us is that how we use agents for customer service should be fluid and depend on our needs.

How Jotform approaches AI Agent potential

Looking ahead, the potential applications of AI Agents are vast and exciting: 

• Imagine a friendly member of the team that anticipates customer needs, offering solutions before issues arise. 
• Consider the possibilities of reviewing your customer interaction data and spotting trends that inform strategic decisions. 
• Envision seamless integration across multiple channels, providing a cohesive customer experience. 

These are not distant dreams but achievable goals within our reach.

But we must also navigate the ethical landscape AI presents. There are ethical imperatives that should be followed when implementing AI tools. As an example, customers should be aware of when they’re interacting with AI. And protecting data privacy is non-negotiable: Without responsible handling of customer information nothing else much matters. 

Keeping an eye on AI systems to prevent and correct biases also helps ensure fairness in all interactions. Only with these principles in place can we comfortably embrace the potential AI brings. 

At Jotform, our mission has always been to empower businesses to build better workflows and expand their reach. The integration of AI Agents aligns seamlessly with this mission. 

This book is meant to be the beginning of a journey, guiding you to leverage AI to streamline customer interaction and information flows so you can focus on growth. It’s about doing less busywork and dedicating more time to what truly matters.

AI Agents are not just tools but strategic partners in the modern business ecosystem. By thoughtfully integrating AI into customer service, you will enhance efficiency, creatively foster meaningful customer relationships, and navigate a future full of potential, with confidence.

—Aytekin Tank, Founder and CEO of Jotform

* “Generative AI at Work.” Erik Brynjolfsson, Danielle Li, and Lindsey R. Raymond. National Bureau of Economic Research. April 2023.