7 customer service skills every human and AI agent needs

ElevenLabs outlines seven customer service skills — communication, problem-solving, conflict resolution, empathy, adaptability, personalization and product knowledge — that both human and AI support agents need. It cites a Zendesk study finding over 50% of customers switched to competitors after one bad experience, and a Gartner forecast that at least 70% of customers will start their journey with an AI interface by 2028. The guide stresses evaluating conversational metrics during training and after deployment, plus seamless handoff to humans for de-escalation.