FINAL WORD
The first topic,‘ Transforming Service with AI’, explored how customer interaction volumes are increasing and becoming further dispersed across channels and platforms. In addition, customers are expecting interactions that are fast, personalised and multi-modal.
According to Zendesk’ s recent AI Impact Study, AI improves first reply time( 80 %) and average handle time( 87 %), ensuring faster responses. The technology enables scalable, personalised interactions, with 90 % of leaders surveyed stating that AI enhances customer experiences.
Attendees at the CX Workshop discussed how AI is helping their organisations to rise to customers’ increasingly high expectations while also managing efficiency, while highlighting how their own business is embracing AI.
The second discussion,‘ Modernising the Agent Experience: Empowering Teams to Boost Productivity with AI Innovation’, focused on how organisations’ human agent workforce will evolve from transactional frontline workers to supervisors and orchestrators as frontline support evolves to be 100 % AI-first.
Zendesk’ s AI Impact Study highlighted how 91 % of AI-powered CX teams report increased productivity and efficiency as it allows agents to focus on problemsolving rather than repetitive tasks.
One of the biggest benefits, the report found, has been AI’ s ability to assist agents in real time. AI suggests
The event provided a unique opportunity to share key business challenges, experiences and insights around the use of AI in customer management.
www. intelligentcio. com INTELLIGENTCIO EUROPE 77