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Business leverage AI to improve customer intimacy

One in two businesses sees greater customer intimacy as the main reason to adopt artificial intelligence (AI), claims an MIT Technology Review Insights report sponsored by Genesys.

A pan-European survey for the study found that 90% of firms are already using AI solutions to improve the customer journey and more than 90% are investing in AI tools to automate processes and enhance customer channels.

The vast majority of respondents have seen measurable improvements as a result of their investment in AI, including faster complaint resolution (92%) and call volume processing (82%).

On average, respondents indicate that 25% to 50% of enquiries are now completely resolved through automated channels, leaving agents with more time to handle complex tasks.

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