The year 2023 has marked a significant shift in the realm of customer experience (CX) and contact centers. With a heightened focus on CX transformation, businesses are investing more than ever in enhancing their customer engagement strategies. A recent study by Metrigy highlighted that 82.7% of companies are actively involved in or planning a CX transformation project, a substantial increase from 53% in 2022.
The Rise of AI in Customer Engagement:
- Investment in Automation: As per 8×8’s research, 93% of contact center and IT leaders view contact center automation as a top priority. This emphasis on automation is evident in the increasing adoption of AI-enabled applications for CX, including agent assist, text analytics, speech analytics, translation, transcription, natural language processing, and conversational AI.
- AI’s Growing Role: Currently, AI plays a role in resolving approximately 44.5% of customer interactions. With the expansion of AI capabilities, this figure is projected to reach 60.9% by 2025.
Tangible Benefits of AI in CX:
- Revenue Growth: Organizations leveraging AI in their CX initiatives have witnessed a 19.6% increase in company revenue.
- Enhanced Customer Ratings: AI’s integration has led to a 20.5% boost in customer ratings.
- Improved Agent Efficiency: Contact center agents have experienced a 12.7% rise in efficiency due to AI’s involvement.
The Path to Success: Metrigy’s research success group, comprising companies excelling in advanced CX technologies, has reported even more remarkable results, emphasizing the transformative potential of AI in customer engagement.
Elevate Your Customer Engagement with VIcom: In the evolving landscape of customer experience, AI stands out as a game-changer. At VIcom, we are committed to integrating the latest technological advancements to cater to your unique needs. If you’re keen on harnessing the power of AI for enhanced customer engagement, contact VIcom today. Let us guide you on a journey to exceptional customer experiences.