AI ushers in the era of intelligent customer service and dri
Jul 2, 2024 6:45:30 GMT -3
Post by farjana78 on Jul 2, 2024 6:45:30 GMT -3
São Paulo, January 17, 2024 – Zendesk, Inc. today released its annual Customer Experience Trends report , signaling a rapid shift toward an intelligent CX. In this era, the shift to AI-powered service will create a major divide between companies that use AI to create the best customer experiences and those that fail to implement AI or, worse, fail to adopt it. Those with the ability to bridge this divide will completely transform CX, delivering personalization at scale and increasing the quality of service provided, while reducing costs. “Recent advances in AI put us on the cusp of the most significant inflection point in CX we’ve ever seen,” said Adrian McDermott, chief technology officer at Zendesk. “Companies will have to rethink everything from the technologies they use to the people they work with and the way they deliver support.
The successful businesses will be those that transition to a much more intelligent CX strategy, using AI to manage volume, reduce costs, increase quality and ultimately improve customer satisfaction.” The report reveals that globally, 70% of CX leaders are reimagining their customer journeys using tools like generative AI. And this adoption has real benefits – 83% of CX leaders who are using generative AI in CX report positive ROI , proving that these changes are setting a new standard for successful CX. The report also highlights some defining elements of the era of intelligent CX: Chatbots are evolving into advanced digital agents: Generative AI and evolved Female number data chatbots are revolutionizing consumer interactions, facilitating personalized, instant, and interactive experiences. Live, immersive interactions will redefine experiences: As consumers expect more engaging and interactive experiences, CX leaders will need to pivot to tools like conversational commerce, live streaming, and voice. CX leaders are the new data privacy drivers: CX leaders, not IT, are the new data privacy drivers, integrating security seamlessly into CX to bring protection and ease. Chatbots become advanced digital agents Two-thirds of CX leaders globally believe that chatbots can build a stronger emotional connection with their customers. This is largely due to the evolution of AI chatbots into skilled digital agents, playing key roles in customer service and the overall customer experience. Their ability to mirror brand styles and assess customers’ feelings and desires allows them to provide personalized and accurate responses. The transformation of chatbots into digital agents is in line with rising consumer expectations – 68% of consumers globally believe that chatbots should have the same level of expertise and quality as highly skilled human agents.
Furthermore, more than half of them expect to soon interact with advanced bots to get quick and immediate answers. Companies are realizing the importance of upgrading chatbots to digital agents and are planning to increase their investments in AI to accelerate this process. Live, immersive interactions redefine experiences Consumers are expecting more than traditional support to truly improve their experiences with brands. More than half of global respondents believe the way they interact with a company will change completely in the next two years. People are embracing conversational commerce —buying products via chat—and turning to live sessions for immediate help with purchases. To keep up with this shift, 72 percent of global CX leaders are partnering with third-party vendors and experts to implement conversational commerce. Brands are also turning to social influencers to drive sales—an approach that attracts new consumers and caters to those who prefer to shop from home. Sixty-five percent of global CX leaders believe that failing to leverage tools like live streaming that provide real-time support leads to missed sales opportunities. CX leaders are the new drivers of data privacy Amid growing privacy concerns and new demands for personalized, AI-enhanced experiences, data privacy has become a top responsibility for CX leaders. In fact, 77% of CX leaders globally see themselves as responsible for ensuring the security of customer data, while 83% say data protection and cybersecurity are top priorities in their customer service strategy.
The successful businesses will be those that transition to a much more intelligent CX strategy, using AI to manage volume, reduce costs, increase quality and ultimately improve customer satisfaction.” The report reveals that globally, 70% of CX leaders are reimagining their customer journeys using tools like generative AI. And this adoption has real benefits – 83% of CX leaders who are using generative AI in CX report positive ROI , proving that these changes are setting a new standard for successful CX. The report also highlights some defining elements of the era of intelligent CX: Chatbots are evolving into advanced digital agents: Generative AI and evolved Female number data chatbots are revolutionizing consumer interactions, facilitating personalized, instant, and interactive experiences. Live, immersive interactions will redefine experiences: As consumers expect more engaging and interactive experiences, CX leaders will need to pivot to tools like conversational commerce, live streaming, and voice. CX leaders are the new data privacy drivers: CX leaders, not IT, are the new data privacy drivers, integrating security seamlessly into CX to bring protection and ease. Chatbots become advanced digital agents Two-thirds of CX leaders globally believe that chatbots can build a stronger emotional connection with their customers. This is largely due to the evolution of AI chatbots into skilled digital agents, playing key roles in customer service and the overall customer experience. Their ability to mirror brand styles and assess customers’ feelings and desires allows them to provide personalized and accurate responses. The transformation of chatbots into digital agents is in line with rising consumer expectations – 68% of consumers globally believe that chatbots should have the same level of expertise and quality as highly skilled human agents.
Furthermore, more than half of them expect to soon interact with advanced bots to get quick and immediate answers. Companies are realizing the importance of upgrading chatbots to digital agents and are planning to increase their investments in AI to accelerate this process. Live, immersive interactions redefine experiences Consumers are expecting more than traditional support to truly improve their experiences with brands. More than half of global respondents believe the way they interact with a company will change completely in the next two years. People are embracing conversational commerce —buying products via chat—and turning to live sessions for immediate help with purchases. To keep up with this shift, 72 percent of global CX leaders are partnering with third-party vendors and experts to implement conversational commerce. Brands are also turning to social influencers to drive sales—an approach that attracts new consumers and caters to those who prefer to shop from home. Sixty-five percent of global CX leaders believe that failing to leverage tools like live streaming that provide real-time support leads to missed sales opportunities. CX leaders are the new drivers of data privacy Amid growing privacy concerns and new demands for personalized, AI-enhanced experiences, data privacy has become a top responsibility for CX leaders. In fact, 77% of CX leaders globally see themselves as responsible for ensuring the security of customer data, while 83% say data protection and cybersecurity are top priorities in their customer service strategy.