84.5% of respondents plan to or are already
using AI in their customer service operations and contact
centers
SAN MATEO,
Calif. , July 16, 2024 /CNW/ -- Yellow.ai, a
global leader in AI-first customer service automation, has unveiled
research titled 'Betting Big on AI-First: Insights
from Customer Service Leaders.' The study sheds
light on AI adoption trends within North American customer service
operations and contact centers. According to the findings, an
impressive 84.5% of respondents either plan to or are already
leveraging AI, underscoring its pivotal role in shaping the
industry's future.
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The study highlights that North American organizations are
increasingly ramping up their efforts in response to the rising
demand for customer service automation, moving beyond basic
automation to embrace AI-first approaches. Initial efforts across
organizations of different sizes have focused on gathering insights
and laying foundations, with a few deployments already live. The
findings indicate a substantial upcoming increase in project
executions, with 58% planning to integrate AI into their contact
centers and customer service operations within the next 12
months.
The survey of 200 customer service professionals and executives
across 12+ industries, conducted at Customer Contact Week 2024,
provided a deeper understanding of the pivotal drivers of AI
adoption, as well as current trends and attitudes towards AI
integration in customer service operations, including:
- AI implementation is present and functional across the
entire CX function. A notable one in four organizations (26.5%)
have already implemented AI within their customer service or
contact center environments. The automation is not just limited to
customer interactions, where over 60.2% have automated
customer-facing processes, but also extends to 51% automating
back-end operations, showcasing a comprehensive adoption
strategy.
- Objectives to elevate key business metrics are fueling AI
adoption. Nearly three-quarters of respondents view increasing
efficiency (74.7%) and improving customer satisfaction (73.2%) as
the leading drivers for their AI adoption. A further 66.7% see
reducing operational costs as a primary objective.
- Data-driven decision-making is on the rise. The focus on
customer service analytics and reporting is gaining momentum, with
49.2% of organizations automating this domain and 54.5% looking to
implement AI to enhance data insights.
- Despite enthusiasm for AI, some challenges persist. For
67% of respondents, integration with existing systems is the
primary obstacle for AI implementation, with considerations around
high implementation cost (36%) and data privacy (33%) following
behind.
- Executives are dedicated to training employees to work with
AI. 56.5% are committed to upskilling or reskilling their
workforce, ensuring that employees evolve alongside the technology
as they adopt and integrate AI within their systems.
"Our study reveals that North American customer service
professionals are eager to adopt AI, inspired by the success of
pilot projects. Even those who have yet to begin AI initiatives are
motivated to join this movement and avoid falling behind," said
Raghu Ravinutala, CEO &
Co-founder of Yellow.ai. "Looking ahead, nearly one-third
(32.5%) of respondents plan to implement fully autonomous customer
service operations. This involves AI systems handling 100% of
customer interactions, with employees up-skilled to oversee,
manage, and fine-tune the AI system in real-time. This readiness
demonstrates the industry's embrace of future tech advancements,
and we're enthusiastic about leading this evolution for our
customers."
With 61% of executives foreseeing positive customer responses
post-AI implementation, there's evident confidence in AI's ability
to enhance customer experiences. Companies currently using AI in
customer service display heightened confidence in its integrations,
expecting 100% positive customer reactions. The survey strongly
indicates that successfully and strategically integrating AI
positions companies well for the future amid evolving technology
and rising customer expectations.
For deeper insights into the survey results, please download the
full report here.
Methodology
The survey of 200 customer service and customer experience
professionals was conducted at Customer Contact Week 2024. Each
respondent was asked the same eight questions surrounding AI usage,
perspectives, and strategies in their organization, customer
sentiment, and forecasts on the future of AI in customer service
and contact center operations.
About Yellow.ai
Yellow.ai empowers enterprises to create memorable customer
conversations through our AI-first customer service automation
platform. Our vision is to drive towards the future of fully
autonomous customer support that unlocks unparalleled efficiency
and significantly reduces operational costs. Headquartered in San
Mateo, Yellow.ai serves 1100+ enterprises, including Sony,
Domino's, Hyundai, Ferrellgas, Waste Connections, and Randstad,
across 85+ countries. Our platform is built on multi-LLM
architecture and continuously trained on 16B+ conversations
annually, enabling businesses to deliver elevated experiences and
build lasting customer relationships. Founded in 2016 with offices
across six countries, Yellow.ai has raised over $102 million from blue-chip investors.
Contacts: : Anujaa Singh, PR & Communications,Yellow.ai,
anujaa.singh@yellow.ai
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SOURCE Yellow.ai