AI in CX Benchmark Report: How Businesses are Leveraging Generative AI for Customer Support
In today’s fast-paced business world, customer experience (CX) is more important than ever. Companies are constantly looking for ways to improve their customer service and make interactions with their customers more efficient and effective. One of the most exciting developments in this area is the use of generative AI agents for customer support.
Forethought, a leading provider of generative AI solutions, recently released its first-ever AI in CX Benchmark Report, which highlights the various ways companies are leveraging AI for customer service and the impressive results they are achieving. The report found that over half of businesses surveyed have adopted AI in some form, with many more planning to do so in the near future.
One of the key findings of the report is that companies that have adopted AI for CX in a more advanced and effective way have seen significant benefits. These companies have nearly doubled their ticket deflection rate and are three times more likely to report lower costs compared to companies not using AI at all. This clearly demonstrates the power of AI in transforming the customer experience and driving business success.
The report also emphasizes the importance of training AI on company-specific data. Organizations that train AI on their own historic data are nearly 3.5 times more likely to lower their cost per resolution. Additionally, dedicated AI solutions are shown to be more effective than help desk add-ons, with companies using dedicated AI solutions for CX experiencing nearly double the deflection rate compared to those using help desk add-ons.
However, the report also highlights the risks of doing AI wrong. Building AI solutions in-house can lead to lower net promoter scores, less ticket deflection, and higher costs. Companies using help desk add-ons may see reduced costs but also lower ticket deflection rates and NPS scores. It is clear that implementing AI in the right way is crucial for achieving positive results and delivering value to customers.
Overall, AI is already making a significant difference for companies using it to support their customers. By leveraging AI technology effectively, businesses can increase speed, efficiency, and quality while providing the best possible customer experience. The future of CX is undoubtedly intertwined with AI, and companies that embrace this technology will have a competitive edge in today’s market.
To stay updated on the latest news and trends in AI and CX, follow Martech News on Google News. The possibilities are endless, and the benefits are clear – AI is revolutionizing customer support and shaping the future of business-customer interactions.
