Balancing Automation With Human Support Key To AI-Driven CX, Says Info-Tech Research Group

However, due to these solutions’; central position in the customer journey, each of the more than 200 CCaaS vendors must define the role, value, and contributions they aim to deliver to both companies and end customers. Some CCaaS vendors concentrate on the core function of routing and queuing, ensuring each interaction reaches the most appropriate resource (human or automated). Others extend their platforms with complementary modules and applications to enrich and optimize every interaction. Regardless of approach, CCaaS solutions must be engineered to handle massive numbers of voice and digital interactions reliably. This requires a unique set of technical capabilities, including high availability, full redundancy, low-latency media processing, and advanced routing logic, that is difficult to replace with more generalized systems. Zendesk surveyed 2,818 consumers and 4,441 customer service and experience leaders, agents, and technology buyers from 20 countries and organizations ranging from small business to enterprise during July and August 2023.

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The report also found that 77% of respondents think traditional CX will give way to radically different industry dynamics due to the influence of AI. Customer Experience (CX) is a business that is all about helping customers to get what they need or want from a vendor or service. Zendesk has been steadily integrating increasing amounts of AI into its intelligent CX platform in recent years.

The biggest reveal at the Oracle Modern Customer Experience (CX) event held in Las Vegas from April 25 to April 27 was the debut of Oracle Adaptive Intelligent apps for CX. Adaptive Intelligent Offers (AI Offers) is the first app in a planned portfolio of artificial intelligence applications that will eventually span CX, ERP, human capital management, and supply chain management. To learn more about Info-Tech’s divisions, visit McLean & Company for HR research and advisory services and SoftwareReviews for software buying insights. For exclusive and timely commentary from Ryan Brunet, an expert in AI and data science applications, and access to the complete Implement AI for Customer Experience blueprint, please contact email protected . Explore the future of AI on August 5 in San Francisco—join Block, GSK, and SAP at Autonomous Workforces to discover how enterprises are scaling multi-agent systems with real-world results.

• Pricing for AI Offers is based on cost-per-thousand offers or content recommendations — the same model used to pay for Oracle Data Cloud enrichment.
• Personally identifiable information remains in each company’s instance of the Commerce Cloud and is not copied, stored, or shared.
• The solution leverages a massive CX-specific dataset to drive better, more inviting CX while continuously collecting information about every customer interaction, so that enterprises can better assist their customers.
• For information about Info-Tech Research Group or to access the latest research, visit infotech and connect via LinkedIn and X .

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Info-Tech Research Group is one of the world’s leading research and advisory firms, serving over 30,000 IT and HR professionals. The company produces unbiased, highly relevant research and provides advisory services to help leaders make strategic, timely, and well-informed decisions. For nearly 30 years, Info-Tech has partnered closely with teams to provide them with everything they need, from actionable tools to analyst guidance, ensuring they deliver measurable results for their organizations. With the goal of granting accessibility to organizations seeking to provide better CX, Zendesk AI drives seamless, beneficial interactions while saving time and increasing an enterprises’ understanding of their customer base.

• A few weeks ago, we launched an API-first, microservices-based Intelligent Service Cloud that unlocks exceptional customer service.
• Some 69% of UK CX leaders (70% global) were reimagining their customer journeys using tools such as GenAI, with the adoption said to have real benefits.
• The comprehensive resource details that relying too heavily on automation, such as call deflection and fast self-service, can result in shallow customer interactions that ultimately damage trust.
• Another 86 percent say data protection and cybersecurity are top priorities in their customer service strategy,” notes Zendesk.
• As a result, we project the contact center market will reach an inflection point in December, after which the number of human agent seats will begin to slowly decline.

People are embracing conversational commerce – buying products within chat interactions – and turning to live-streamed sessions for immediate help with shopping. To keep pace with this change, 66%  of UK CX leaders (72% global) are partnering with external vendors and experts to implement conversational commerce. Brands are also turning to social media and in-store influencers for sales – an approach that attracts new consumers and caters to those who prefer shopping at home. Sixty-five percent of UK and global CX leaders believe failure to leverage tools like live streaming that provide real time support will lead to lost opportunities.

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As this shift takes place, CCaaS solutions will become a central and critical hub for CX data, enabling more intelligent, proactive, and personalized customer experiences throughout the entire customer journey. “They’re betting big on smart customer experiences for 2024, signalling a landmark year for CX due to new technology. To learn more, download the Zendesk CX Trends Report and access all 10 key trends shaping the era of intelligent CX,” concludes Zendesk. Cloud technology transformed the contact center market by making advanced and innovative solutions accessible to organizations of all sizes, removing the need for large upfront investments and complex onsite implementations.

In this light the need to remain competitive puts customer retention into sharp focus and makes the customer experience a pivotal point of differentiation. With teams needing to work smarter to serve customers better, AI can play an important role in driving more intelligent and seamless customer journeys,” said Kellie Hackney, Country Leader, Australia and New Zealand, Zendesk. Almost two-thirds (65%) of UK consumers believe that AI has become a modern part of customer service, with slightly more UK CX leaders believing that chatbots can build a stronger emotional connection with their customers. Live and immersive interactions redefine experiencesConsumers have now come to expect more than just traditional support to truly enhance their experiences. More than half of those surveyed believe the way they interact with a company will completely change within two years.

When they see that a company is proactive about data security, they’re more likely to feel comfortable providing personal information, leading to stronger trust and loyalty. With CX leaders now active drivers of data privacy decision-making processes, they’re focused on delivering solutions that protect data while facilitating personalized experiences and deploying AI. When they see that a company is proactive about data security, they’re more likely to feel comfortable providing personal information, leading to stronger trust and loyalty.

Broader availability is expected “soon,” according to Oracle, but there’s no official general release date. Info-Tech’s insights highlight the challenges organizations face as they strive to balance cost-efficiency with customer satisfaction. The comprehensive resource details that relying too heavily on automation, such as call deflection and fast self-service, can result in shallow customer interactions that ultimately damage trust. Join leaders from Block, GSK, and SAP for an exclusive look at how autonomous agents are reshaping enterprise workflows – from real-time decision-making to end-to-end automation. They can move from one-off pointed insight to circular feedback, and from linear to circular commerce and personalized journeys. All of that adds up to the ability to maximize customer lifetime value and loyalty, which translates into growing revenue.

This is largely due to AI chatbots evolving into skilled digital agents, playing key roles in customer service and the overall customer experience. Their ability to mirror brand styles and evaluate their customers’ feelings and desires enables them to deliver tailored, accurate responses. Zendesk says the transformation of chatbots into digital agents aligns with escalating expectations–64 percent of Australian consumers believe chatbots should have the same level of expertise and quality as highly skilled human agents.

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The transformation of chatbots into digital agents aligns with escalating expectations – 68 percent of consumers believe chatbots should have the same level of expertise and quality as highly skilled human agents. Chatbots evolve into advanced digital agents Two-thirds of CX leaders believe chatbots can build a stronger emotional connection with their customers. This is largely due to AI chatbots evolving into skilled digital agents, playing key roles  in customer service and the overall customer experience. Their ability to mirror brand styles and evaluate their customers’ feelings and desires enables them to deliver tailored, accurate responses. Two-thirds (68%) of UK CX leaders believe chatbots can build a stronger emotional connection with their customers.