AI research separates hype from reality. Where do you fit?
It’s hard to make sense of all that’s in the market about AI and how it fits in your business. So TTEC created a newsletter about AI hot topics for customer experience professionals. Keep up with thought leadership and best practices each month to learn where and how AI, CX, and EX meet.
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Thanks,
Liz Glagowski, Editor
AI research separates hype from reality. Where do you fit?
Most companies are eager to implement AI solutions to improve customer experiences, but few have the data or technology ready to go to make it happen.
Those are some of the insights gleaned from TTEC Digital’s State of AI in the Contact Center research report. The research was designed to define where the CX market is when it comes to AI adoption, and what’s holding them back.
A majority of respondents (56%) cited improving associate efficiency as their top goal of deploying AI, followed by improving customer satisfaction (48%), reducing costs (47%), and reducing customer effort (38%).
But current AI adoption is limited. No AI contact center activity topped a 35% adoption rate. Lack of integrated cloud technology, foundational customer data, and privacy/security issues were common roadblocks to further adoption. On the bright side, many respondents were optimistic about accelerating AI adoption over the next 12 months.
Other highlights of the study:
Learn more about the study and what it all means by watching the TTEC Digital webinar, “2023 State of AI in the Contact Center Report," or download the report.
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TTEC sits at the intersection of AI and customer experience.
Property Manager at Public Storage
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Customer care executive
9 个月Very useful
Aspiring Corporate Director / Management Consultant / Corporate Leader
9 个月Thanks for inviting, sharing, an informative-insightful article, TTEC. Syed Awees Best wishes, to Kenneth Tuchman, Chairman & CEO, and 'Team #TTEC - The global leader of customer experience (CX) technology & services'.