Yet 56% of APAC organisations are yet to deploy AI for customer engagement
Data[1] analysed by the customer experience experts at CX Network, the global online network for customer service and marketing leaders, has found that around a third (34%) of adults said they had used AI (artificial intelligence) chatbots in the past month. Among those, the most reported uses were customer service (50%).
Older adults aged 70 years and over were the most reported age group having used chatbots for customer service (63%) and advice (28%). Whereas younger adults aged 16 to 29 years were most reported as having used AI chatbots to ‘try it out’ (58%) and for entertainment (29%).
Under a fifth (16%) of UK businesses are currently using AI technologies. This data is supported by CX Network’s research report Artificial Intelligence for Customer Engagement which found that 56% of APAC organisations are yet to deploy AI for customer engagement, highlighting that businesses have room to discover the benefits of AI for customer engagement through unfilled potential.
Dan O’Connell, chief AI and Strategy Officer at Dialpad, said:
“Customer loyalty is of huge importance to businesses. Studies have shown that it costs more to acquire a new customer than it does to retain an existing one.
“AI can improve customer intelligence, bolstering the ability of customer service agents to provide real-time support and assistance and improve the experience as a whole. By offering personalised recommendations through AI, businesses can consistently deliver relevant suggestions through predictive analytics, creating a sense of trust and loyalty with their customers.
“Generative AI will become the focal point of most business operations and continue to be a key driver in improving customer experience in the near term. By utilising AI to gain deeper insights into consumer needs and personalise interactions, businesses can foster customer loyalty and drive revenue growth.
“Companies will need to understand how AI can drive the most engaging online experiences for their customers or risk losing them as technology continues to advance – making impactful features that really work for them. Customers now demand a personalised digital experience with tailored recommendations and self-service options, making it mandatory for businesses to comprehend how AI can empower them to enhance their services”.
Andrew Carothers, senior CX leader at Cisco, said:
“When trained using generative models, your virtual assistants and chatbots will become more contextually aware and will be able to interact with customers in a more human-like way. This, in turn, will unlock CX benefits like faster issue resolution for support cases and improved customer satisfaction.
“As CX professionals increasingly embrace generative AI, the importance of using it ethically and responsibly cannot be underestimated. Transparency, privacy and human oversight are essential every step of the way to maintain continued trust with customers. Despite the cautions, CX leaders have every reason to be excited about the way generative AI stands to revolutionise our field”.
For more information about how AI will revolutionise the customer experience industry, please register for CX Network’s free webinar series: The AI Revolution in CX 2024 on Tuesday 23rd to Wednesday 24th April, where attendees will be able to hear exclusive talks from the likes of Vishal Bhalla, CXO at Advocate Health and Dalila Szostak, Head of User Experience, Trust & Safety at Google: https://www.cxnetwork.com/events-ai-customer-experience?utm_source=external-publisher&utm_medium=press-release&utm_campaign=48021.002-distinctly-seo-press-release-240325
[1]Data was taken from the most recent ONS report: ‘Understanding AI uptake and sentiment among people and businesses in the UK: June 2023’ released on 16th June 2023: https://www.ons.gov.uk/businessindustryandtrade/itandinternetindustry/articles/understandingaiuptakeandsentimentamongpeopleandbusinessesintheuk/june2023#:~:text=Public%20awareness%20of%20Artificial%20Intelligence,Centre%20for%20Data%20Ethics%20and
About CX Network:
CX Network was established in 2012 to support professionals working to close this gap by offering content that guides users towards revolutionizing the customer journey.
Senior customer experience, service, insight, digital and marketing decision-makers around the globe become members of the CX Network to access thought leadership primed to spark creativity and project breakthroughs. Through CX Network, members capture practical learning points from peers and industry experts by connecting with them online and at our events.
Be First to Comment