INFOGRAPHIC: State of Conversational AI in the Contact Center
Today’s customers are increasingly turning to digital channels for information, purchases, and support. But even after decades of contact center innovation, the efficiency and effectiveness of customer self-service has continued to be a point of contention. Ineffective menus, limited options, and being forced to repeat information multiple times between automated and live agent experiences are just a few examples of why self-service has disappointed.
The good news is that conversational AI is advancing in its capabilities, and it is now able to enhance and progress customer interactions with reduced friction and frustration. Contact centers are on the precipice of a new era as artificial intelligence (AI) begins to deliver the convenience, consistency, and interaction efficiency that customers demand.
State of conversational AI in the contact center
8x8 recently surveyed more than 300 contact center and IT leaders across the United States, the United Kingdom, and Canada about their thoughts on and use of AI, specifically conversational AI, today and in the future. Here are a few of the fascinating statistics pulled from the 8x8 State of Conversational AI Report:
To learn more from this research, including additional benefits realized, how conversational AI is being evaluated and measured, what’s holding investments back, plus what contact center and IT leaders think about generative AI and how AI will impact human jobs, download the State of Conversational AI in the Contact Center Report today.
Read more on how conversational AI is being used in the contact center:
