Innovation will be swift, causing some necessary breaks for consumers to catch up.
With all the hype around artificial intelligence over the past few years, you’d think we would be tired of AI and moving on to the next big thing in customer experience (CX) by now. However, per our sneak peek at Metrigy’s upcoming research study, AI for Business Success 2024-25, 2024 will be a banner year for AI in terms of company acceptance of the technology.
Though 2023 also was a huge year for AI, particularly generative AI, it was more educational than transformational with 18% of companies citing it as their turning-point year. That’s not to say they didn’t use AI in 2023 or before then. In fact, more than 80% already use AI for their customer interactions to some extent. But for many, it not widely accepted or aggressively promoted. That’s poised to change in 2024, as nearly 83% said business leaders say they have begun to recognize the value of AI in the workplace.
In AI for Business Success 2024-25, the preliminary response shows about 39% of IT, CX, and business unit leaders say 2024 will be the turning point for their company’s acceptance of using AI for customer interactions. Another 20% say that will happen in 2025.
So, what does that all mean, practically speaking, for 2024? A lot, including increased spending on AI in both customer and employee experience. Here are some of the specific areas of growth for 2024:
Agent Experience Will Expand
Agent experience will become a bigger focal point, as CX leaders have recognized that with happy agents come happy customers. According to our research, they will implement or expand AI in virtual assistants for agents, transcription, translation, quality management, training, sentiment analysis, and predictive analysis.
Business metrics will improve because of the focus on using technologies to improve both agent and supervisor effectiveness. Sales, for example, will increase because of virtual assistants that leverage predictive analysis. Customer service will become more efficient with technologies such as transcription and translation. And all contact center agent performance will improve with quality management, AI-powered coaching, and sentiment analysis. The result of all of these technology improvements will be better customer satisfaction.
Self-Service Focus
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