AI Making its Mark in CX for SMBs

Author: Beth Schultz, VP of Research and Principal AnalystAgent assist and AI bots are among technologies proving beneficial for small and medium-sized businesses.For many companies, the contact center is ground zero for adoption of artificial intelligence (AI) technology. Among those tracking AI technology’s impact on key business metrics—specifically revenue, customer ratings, and agent efficiency—the proof of AI’s value for CX is overwhelming. Revenue is up 17.9% on average, customer ratings up 22.3%, and agent efficiency up 21.8%, as Metrigy found in its Customer Experience Optimization: 2024-25 global research study with 544 companies. Additionally, 67.1% of companies that say their customer service has gotten better over the last year (which most do) attribute that improvement to better use of AI, the top technology reason of all.All-sized companies realize the potential of AI for their CX endeavors. This report provides adoption figures and benefits for small and medium-sized companies, or those with 1,000 or fewer employees, with a focus on agent assist and AI bots.

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Table of Contents

• Overview
• AI Adoption for CX by SMBs
  • Agent Assist
  • AI Bots
  • Other AI Technologies in Use for CX
• Where These Size Bands Are Succeeding
  • Agent Assist Success – Small Companies
  • Agent Assist Success – Midmarket Companies
  • AI Bot Success – Small Companies
  • AI Bot Success – Midmarket Companies
• Where SMBs Are Having Challenges
• Conclusion
• Working With Metrigy