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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