5 Ways AI Is Transforming Customer Service in 2026

Recently, we interviewed five Verint experts in customer experience and asked them about the impact AI was having on customer service. Their responses differed, but a common theme among all was speed—faster response times with lower effort.

Below are their responses and links to the video clips. Do you agree with their assessments? Leave a comment on their LinkedIn video post.

AI Enables Customer Service to Deliver on Its Promise

Dave Singer, Global Vice President, Go-to-Market Strategy, Verint (30 seconds)

“How is AI transforming customer service? It’s a really interesting question, because it isn’t. It’s not transforming it; it’s allowing it to finally reach its promise.

There’s an old truism. You know, fast, cheap, good—pick two. AI allows brands to break that apart. AI allows them to deliver excellent customer service very quickly at a lower cost.

With generative AI, they can build it faster and with Agentic AI, it can execute on behalf of the customer more cheaply, more quickly with better results.”

Customer Service Agents Are Becoming Super Agents

Raj Balasundaram, Global Vice President, Customer AI Innovation, Verint (43 seconds)

“How is AI transforming customer experience? AI is changing the landscape completely. It’s making the agents into super agents so that they can provide fantastic customer service for the end consumers.

So, here’s how it happens. Technically, the agents will have to search for answers. Now they don’t have to do that. They have a virtual assistant helping them all the time. Sometimes they have to perform tasks which are tedious, and it’s laborious.

Guess what? AI is helping them to shorten the time frame and give customers the best experience possible. Everybody is benefiting from AI.”

AI Supports Agents, Managers and Customers

Josh Feast, Vice President and General Manager, Copilot Bots, Verint (38 seconds)

“AI helps customer service agents in three ways.

First, it takes a load off. It gives agents knowledge at their fingertips, guidance when they need it, and does the busy work like note taking and systems navigation.

Second, it helps agents build relationships. It helps them come across how they want and recognize opportunities for empathy.

Lastly, AI supports the people that support the agents. It helps supervisors coach more effectively and helps operations managers solve problems faster.

AI has become an indispensable tool for customer service teams.”

AI Will Blur the Line Between Self-Service and Assisted Service

Heather Richards, Global Vice President, Go-to-Market Strategy, Verint (36 seconds)

“So, AI is transforming self-service by really moving it far beyond simple FAQs or scripted chatbots. We’re entering an era of agentic AI, and this means that AI agents don’t just answer questions, but they can also take action. So, they can resolve issues, complete tasks, coordinate with human teams when needed.

And the experience becomes so seamless that this old distinction between self-service and assisted service is starting to disappear. So, customers can simply state their goal, and the AI figures out the fastest, most intuitive route to deliver it.”

AI’s Macro-insights and Micro-workflow Impact on Customer Service

Daniel Ziv, Global Vice President, AI and Analytics, Product Management and Go-to-Market Strategy, Verint (101 seconds)

“I think AI helps in two areas. First, the generative AI part allows us to really see the macro view of everything that’s going on, because we can analyze much larger volumes of data—and a lot of different types of data, including a lot of the unstructured data.

AI really transforms that and gives me a much clearer, much deeper, much more detailed, much more actionable set of insights in real time or almost in real time.

I think the second part is where we get into Agentic AI, and we see that we can actually start taking immediate action whether it’s automated or semi-automated.

The agent’s still in the loop. They don’t want to just provide empathy, but they want to provide the right, the latest answer—and they might not know. I don’t have to go and train them, it just pops up in real time with the right insights based on the macro insights.

So, we have the generative AI giving these beautiful insights and macro view, and we have the Agentic AI taking action and infusing that into the micro workflow of individual interactions, leading to much better outcomes.”

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Be on the lookout for our next CX Insights from Verint series where Verint SMEs will share their predictions for the future of CX in 2026 and beyond.