Artificial Intelligence (AI) has gone global in a big way. Not only is it improving contact center efficiency, but businesses are using AI to deepen relationships with customers through faster and more seamless interactions.
A global survey of nearly 600 executives from 18 countries reports that nine out of ten firms use AI solutions to improve the customer journey. By investing in solutions that drive deeper customer understanding, they are able to make smarter investment decisions and deliver highly individualized experiences—a key driver of revenue growth.
Download the MIT Technology Review report on humans and bots to understand the ways companies are employing AI and machine learning tools to build meaningful relationships with customers and drive growth. The report also includes regional insights for North America, Latin America, Europe, Middle-East, Africa and Asia Pacific.
Almost 90% of companies report faster complaint resolution
80% of CX leaders make customers happier with AI
74% of those surveyed say AI enables agents to spend more quality time with customers
70% of leading brands increase customer lifetime value with AI
36% of respondents in North America report customer lifetime value increases of more than 10%
In Latin America, 86% of respondents have embedded AI along the customer journey
Over 57% of respondents in Europe see the need to increase customer intimacy as the primary driver of AI
More than 33% of Asian companies can link the increased use of AI to revenue growth of more than 10%
Resolve problems more quickly and improve customer experience by seamlessly moving interactions with full context from bots to human agents, when needed. Blended AI by Genesys brings together the skills of human agents with the power of omnichannel bots, predictive engagement, predictive routing and workforce engagement. All the information collected by agents, voicebots, chatbots or our AI assistant—including history, intent and predicted next steps—populates the agent workspace so they can work smarter and faster.
“With our rollout of AI-enabled chatbots, we achieved a 45% call offload – literally 55,000 calls saved – and cut customer call resolution time from 30 minutes or more down to 2.5 minutes.”
Cory Wain
Director of Automated Customer Experience
Telus
Canada
“With 85% of our service delivered through AI, we chose Genesys to give us our customers’ entire history across all channels.”
Head of Customer Experience
Large digital bank
Latin America
“We assumed that chatbots would reduce call volume by 30%, but the solution exceeded our expectations.”
Anders Braten
Head of Technical Operations and Customer Service Solutions
DNB
Norway
“AI helps us define usage patterns, which go into building algorithms that help sales agents guide customers and determine optimum next steps in the customer engagement journey.”
Nicolas Wsevolojskoy
Director of Customer Experience
Cielo
Brazil
