As organizations mature in their AI journeys, contact centers are more effectively adopting automation to empower agents to deliver faster, more accurate, and more efficient customer service.
How does AI contribute to the customer experience delivered through the contact center? And how are brands responding to the “AI imperative”?
In this report, we examine the key drivers and expectations of AI growth between now and 2025, including appetite for investment, the reimagined
customer journey, and the permanent, if evolving, role of human agents and staff in delivering value to customers and organizations.
Our key findings include:
Adoption and growth are supported, but barriers remain. CX professionals recognize the importance of AI in driving a positive customer experience and operational efficiency via the contact center; yet, organizations still struggle with deploying AI in truly transformational way.
- 89% of CX professionals believe in the importance of leveraging AI in the contact center.
- Only 14% of organizations consider themselves “transformational” in employing AI to do heavy lifting for the business.
Lingering barriers to AI implementation still exist, both economic and organizational, impacting AI maturity in the contact center.
- 43% of CX professionals cite the cost of tools as a barrier to AI implementation.
- 30% of CX professionals cite reliance on the IT department as a hindrance
- 26% of CX professionals perceive a long “time to value” as a barrier to investing more in AI capabilities.
The benefits of AI go beyond better CX. AI is poised to improve the employee experience and streamline workflows and processes across functions to expedite innovation and go-to-market plans. As a result, many enterprises are leveraging the contact center for more than traditional customer service.
This article is posted at talkdesk.com
Please fill out the form to access the content
