Pristine knowledge content is essential for evolving from simple conversational chatbots to fully agentic AI agents that act on customers’ behalf.
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Most do, but not always with the same level of enthusiasm as businesses, according to Metrigy’s research.
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Proactive customer service can help businesses keep customers more engaged, yet tools to support the strategy might cost more than CX leaders are willing to spend.
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Has customer service gotten worse? Customers and businesses disagree on the answer to that question.
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Even customer service agents in the contact center often have upsell quotas. AI provides transformational value for boosting sales.
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For some business leaders who have difficulty finding and retaining contact center agents, AI has stretched an existing workforce. Other leaders have been able to cut their contact center staffing.
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Contact centers are successfully ramping up their adoption of AI agents to fully automate customer interactions.
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Agent assist helps agents drive revenue—and solve customer service issues.
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In the ever-evolving landscape of customer experience, organizations are constantly striving to improve their interactions with clients. Metrigy's recent Customer Experience Optimization 2024-25 research study sheds light on the state…
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Research and advisory firm Metrigy released its Customer Experience MetriCast 2024 market research study of 12 key technology areas driving successful customer interactions.
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