With all the hype around artificial intelligence over the past few years, you’d think we would be tired of AI and moving on to the next big thing in customer experience (CX) by now. However, per our sneak peek at Metrigy’s upcoming research study, AI for Business Success 2024-25, 2024 will be a banner year for AI in terms of company acceptance of the technology.
Though 2023 also was a huge year for AI, particularly generative AI, it was more educational than transformational with 18% of companies citing it as their turning-point year. That’s not to say they didn’t use AI in 2023 or before then. In fact, more than 80% already use AI for their customer interactions to some extent. But for many, it not widely accepted or aggressively promoted.
