2023 May Market Study: Generative AI & Chatbots

Years of excitement around AI have corresponded with years of disappointment in the results. Despite promises of augmenting agent performance, more than two-thirds continue to spend too much time on low-value work. Despite buzz around its ability to transform self-service, only 15% of consumers trust chatbots to solve their problems.

Will this be the year in which AI finally delivers the long-promised ROI?

The key to an affirmative answer may rest in the power of generative AI, which seems to address many concerns about automated engagement. It also offers a response to some of the biggest operational challenges facing today’s contact centers.

But are contact center leaders as sold on generative AI as the headlines suggest? If so, which use cases will they pursue and pitfalls should they avoid? The product of exclusive research, this Market Study uncovers the reality of generative AI and chatbots in customer contact.

Topics include:

• Insight into how leaders really feel about generative AI
• Use cases leaders feel are perfect for AI automation – and those that should remain with human employees
• Self-service gaps that solutions like ChatGPT can address right now
• The truth about augmenting agent performance with AI
• The biggest risk factors that could threaten the success of generative AI investments
• Industry sentiment on whether generative AI will lead to job loss