Talkdesk Study Finds Majority of CX Professionals Feel AI Future of Contact Centers

Customer experience solution provider Talkdesk recently revealed the findings of the company’s most recent study titled The Future of AI in the Contact Center. The study found the majority of surveyed customer experience professionals, roughly 80%,  believed that artificial intelligence will provide a better contact experience in the coming years.

The study takes a deep dive into the future expectations of leading contact center experts, focusing on how businesses are thinking about how AI will shape the relationships between customers and support centers. The major takeaway from Talkdesk’s latest report is that business leaders are overwhelmingly confident that the advances in AI software will likely lead to an improved experience for everyone involved.

“Companies today are under immense pressure to deliver stellar customer experiences. They know artificial intelligence can help them better serve customers but many struggle to implement it properly,” said David Gardner, vice president of research and insights, Talkdesk. “Our research shows that automation can and should become an integral component of contact centers if professionals develop and commit to a comprehensive strategy.”

Further cementing the significance of AI, Talkdesk’s survey also found that 82% of surveyed professionals believe that AI is now necessary for business success. Despite this high percentage, the study found that 14% would consider themselves transformational with AI,  likely to do the complex nature of the software and the necessary IT support to manage it. The study essentially finds that most professionals recognize that AI has the capability of boosting operations, but requires overcoming a number of hurdles to implement effectively.

Readers can download the full report to gain new insights into how artificial intelligence is shaping the nature of the contact center experience.

Edited by Maurice Nagle