The adoption of artificial intelligence (AI) in customer experience strategies has reached maturity, as revealed by a study conducted by Inconcert and IFAES. This study shows that 78% of organizations anticipate a direct positive impact from AI agents on their customer relationships in the near future. Companies that already utilize AI agents underscore the importance of a smooth transition to human teams when complex issues arise, highlighting that friction during this transition is a key factor affecting customer satisfaction. Moreover, the perception gap among customers is notable; 44% value AI for its agility, while 32% still prefer human interaction, indicating that as technology evolves, acceptance of AI is expected to grow among customers.
Another critical aspect uncovered in the study is the concern around security and privacy, with 63% of companies identifying these as significant barriers to scaling AI initiatives. Moreover, 95% advocate for responsible management of these issues. Other challenges include technical knowledge shortages and high implementation costs, identified by 51% and 48% of respondents respectively. In light of these findings, businesses are encouraged to combine automation with human oversight and continuous updates to enhance operational efficiency and improve customer journey insights.
👉 Pročitaj original: CIO Magazine
