A new global survey of almost 2,800 IT and business decision makers from 17 countries asked for perspective on artificial intelligence when it comes to digital transformation. Among the findings of the survey, 90-percent of respondents see AI as a curcial element in the digital transformation of their organization, while 94-percent recognized the ability of artificial intelligence to transforma the performance of the contact center specifically. In addition, also revealed that 81-percent believe that failing to adopt AI currently will cost the company over the next decade, although only 42-percent of organizations admitted they are only 40-60-percent through the implementation of AI in the contact center.
The study, titled “AI: The De Facto for Contact Center Experience,” looks into artificial intelligence in the contact center, such as the current status of implementation, practical impl;ications and the benefits and challenges of AI. 32-percent of respondents came from the Americas, with 43-percent from EMEA and 25-percent from Asia Pacific.
“As businesses seek to deploy AI in their contact center, they can immediately reap the rewards with greater agent productivity and efficiency, which has the additional benefit of significantly improving customer satisfaction,” says Chris McGugan, Avaya SVP, Solutions & Technology. “Anticipating customer needs and leveraging AI to better meet those needs leads to higher first contact resolution rates for customers and ultimately financial gains for the organizations effectively utilizing AI in their contact centers. Additionally, as customers transition from static matching to utilizing AI in behavioral pairing such as skills based routing or proactive outbound messaging, agents are empowered and fully contextually aware to monitor and manage the full customer journey all from a single, intuitive user interface leading to flexible, automated decision making in the future.”
While only 25-percent of respondents said their organizations have fully implemented an AI strategy, 51-percent want to expand the number of areas of their business where AI is implemented. Rougly 40-percent would like to predict caller intent with speech analytics. 55-percent cited both a better experience for customers, and increased customer satisfaction – while one third noted benefits such as predictive analytics, improved revenue and higher lifetime value.