TREND # 2 : AI ’ S EVOLVING ROLE IN CX
AI is fundamentally changing how contact centers operate , delivering significant benefits for agents , brands , and customers alike . The following key areas highlight AI ’ s growing impact on CX :
Consumers still share concerns about integrating AI , including the perception that they will receive generic answers or inaccurate responses , and that AI does not have the ability to solve complex issues . This showcases the need to educate consumers on the benefits of AI in solving common pain points in customer service .
IMAGE 2 Source : Morning Consult for Zoom
• Enhancing efficiency and productivity . AI-first tools , such as virtual agent software and natural language processing systems , are helpful for streamlining repetitive tasks . These include responding to customer inquiries , answering FAQs , and assisting with basic troubleshooting .
By handling these tasks , AI allows human agents to focus on more complex issues requiring empathy and critical thinking . Customers receive a benefit as well ; 88 % of respondents felt that chatbots would lead to faster resolution and shorter wait times .
• Improving agent collaboration and training . AI is playing an increasingly important role in workforce engagement by providing data-driven insights into agent performance .
For example , sentiment analysis tools help gauge positive or negative customer opinions during interactions , enabling real-time adjustments to their approach . AI-powered coaching systems also deliver targeted feedback to agents , improving their skills and satisfaction over time .
• Shifting consumer perception of AI . While Gen Z and Millennials are generally more positive towards AI being used in customer support ( 47 % and 54 %, respectively ), only 40 % of Gen X and 30 % of Boomers maintain this sentiment .
However , once the respondents were provided with more information on the benefits of AI in customer support and how it is used , those numbers increased .
The positive sentiment among Boomers increased most substantially after reviewing the potential benefits of Al . These grew by 16 percentage points on the overall sentiment of Al in customer support , and 20 percentage points ( SEE IMAGE 2 ) on the sentiment of a company after introducing Al in customer support .
CONSUMERS STILL SHARE CON- CERNS ABOUT INTEGRATING AI , INCLUDING THE PERCEPTION THAT THEY WILL RECEIVE GENERIC ANSWERS OR INACCURATE RESPONSES ...
Turning insights into actions
To maximize AI ’ s potential , contact centers should make these moves :
• Invest in scalable AI solutions that integrate seamlessly into existing workflows .
• Prioritize AI implementations that support human agents rather than replace them .
• Train agents to use AI tools effectively , ensuring they complement agent-delivered customer support .
• Educate consumers on the benefits of AI implementation and overall transparency on how AI enhances customer support .
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