The customer's history has to reach whoever is serving them

AI can help customer service resolve requests with the customer's history at hand. It's worth starting with that access. A survey by CS Academy with Zoho, reported by IT Forum, points to the lack of integration between systems as the most cited barrier to expanding the use of AI. The article does not report the sample size.

Think of a store: if the exchange was logged in another system, the AI may offer again the product the customer returned. Whoever is serving the customer also needs that information to decide what to offer.

I'd start with one type of request. I'd connect the history it needs to the agent's screen and to the AI's lookup, with access limited to whoever needs it. The test would be checking whether the answer takes the previous purchase into account and whether the agent can pick the conversation back up without asking for everything again.

This takes time to fix records and keep the information up to date. Simple customer service can work well without integrating everything. In your company, which request would justify this investment because of the time spent looking for the history?

Sources

IT Forum, 6 Nov 2026. https://itforum.com.br/noticias/falta-integracao-barra-ia-atendimento/