Artificial intelligence is fast becoming must-have technology for any successful customer engagement strategy. As our research shows, the documented improvements derived from the different types of AI (as shown in the following graph) are dramatically transforming how efficiently companies serve their customers.
Already, companies have AI-enabled 28 applications used for customer experience (CX), with plans to reach 72 applications by 2025, according to Metrigy’s Customer Experience Optimization 2023-24 global research study of 641 companies. AI is involved with resolving an average of 44.5% of customer interactions, which Metrigy projects will increase to 60.9% by 2025. Agent assist (software that leverages various types of AI to provide agents in-the-moment advice, information, and context to improve customer service or sales) is the most widely adopted use of AI so far (39.4%)—and with good reason. It reduces Average Handle Time (AHT) by 27.2%.
