Artificial Intelligence (AI) continues to transform customer experience (CX) in remarkable ways. According to Metrigy’s latest research, the role of AI showcases significant implications for how businesses manage and enhance their customer service strategies. Here are a few key points from Metrigy’s Customer Experience Optimization 2024-25 research study:
AI’s Impact on Interaction Resolution
Metrigy’s research found that AI is fully automating about 20% of customer interactions; CX leaders say the percentage of interactions AI will resolve without human involvement will increase to about 37% by 2028.
At the same time, more companies are using agent assist/copilot to help agents resolve customer issues more efficiently. So AI is both automating customer interactions and helping live agents address them more quickly and with increased value to the customer. For example, agents increasingly are relying on AI for upsell and cross-sell options for customers–in many cases, with a healthy discount that pleases the customers, while also driving revenue to the company.
Satisfaction with AI’s Role in CX
When it comes to satisfaction with AI’s contribution to CX, the results are promising. Most companies report being satisfied or very satisfied with AI’s ability to enhance customer experiences. Notably, those in Metrigy’s research success group are 3.4 times more likely to express being “very satisfied” compared to those that are less successful. (The research success group demonstrates higher-than-average business improvement metrics than the non-success group.)
The Potential of Generative AI
Looking ahead, most CX leaders are quite bullish on generative AI’s potential. When asked how many customer interactions generative AI has the capacity to resolve, most said somewhere between 26% and 75%. The research success group said between 51% and 75%. This optimistic outlook reflects the growing confidence in GenAI’s ability to handle a broad spectrum of customer service scenarios–primarily due to its ability to understand natural language and quickly create content in response to the issue at hand.
The role of AI in customer experience has become integral to business success. The trend toward automating responses and the rising productivity of live agents signal a shift towards more strategic use of AI in customer service. And specifically, the potential of Generative AI promises to further improve how businesses manage and optimize customer interactions.
For companies aiming to stay ahead in the CX game, embracing AI and its evolving capabilities will be crucial. By leveraging AI effectively and staying attuned to emerging technologies, CX leaders will see their business metrics–including customer satisfaction, revenue, and agent efficiency–improve.
