AI has enabled brands to develop hyper personalized experiences tailored to a customer’s every need. With the careful collection of customer data and sophisticated AI analysis, organizations are leveraging valuable insights that power better interactions and more meaningful customer relationships.
However, many companies are not currently recognizing the benefits AI technology truly has on their employee’s day-to-day workflow. When asked what matters most to leading customer contact organizations when making technology implementation decisions, 66% stated that usability for employees was paramount to its success. Yet — only 16% of those same CX leaders stated that their current contact center technology is very helpful, easy and efficient for helping their employees do their jobs.
To meet rising customer expectations and enhance usability for employees and customers alike, companies must prioritize automation. Effective AI technology empowers companies to reduce agent effort, improve usability and enhance the quality of all interactions.
CCW Digital has teamed up with TaskUs to uncover the key role AI plays in CX Transformation. This report will cover the four key areas of AI expansion:
- Customer Experience
- Agent Efficiency
- Decisioning
- Infrastructure