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New AI Maturity Benchmark Report Shows Advanced Solutions More Likely to Improve Customer Satisfaction, Agent Productivity and Revenue Growth
60% of Contact Center AI Deployments Are Low Maturity, According to New UJET Research
Media Contact
Jake Scearbo
ujet@corporateink.com
Sixty percent of artificial intelligence (AI) deployments in the contact center are low maturity, according to a new AI Maturity Benchmark Report by UJET, a leading provider of AI-powered cloud contact center solutions. The data – which found low maturity deployments do not drive business value or solve customers’ problems – provides insight into why many organizations struggle to unlock results in their AI journeys.
“The majority of contact center AI deployments we see are disproportionately focused on deflection and containment through self-service with cost management and agent efficiency as key business priorities,” said Vasili Triant, Co-CEO of UJET. “This new data shows that more mature AI deployments emphasizing customer experience, revenue growth, and business insights correlate directly to better business outcomes. UJET’s new AI Maturity Benchmark Report helps leaders to strategically assess their AI maturity, and provides a roadmap for practical, phased AI deployments that deliver better overall contact center performance.”
While 75% of contact centers are prioritizing AI investments over the next 12 months, only 10% have high maturity AI programs in place today. As a result, most contact centers continue to struggle with high agent turnover and workforce shortages (42%), employee burnout and stress (39%), fragmented tools and data (31%), long customer wait times (20%), and more.
Higher maturity AI deployments move beyond stand-alone conversational AI and self-service tools, to power more predictive, proactive, and personalized customer interactions, while also improving the employee experience for contact center agents, admins, and supervisors.
UJET’s AI Maturity Scale classified contact centers within five levels, from cost center (simple chatbots and virtual agents) up to loyalty center (holistic, outcome-based applications of conversational and generative AI across operations). Other key findings from over 150 contact centers in the AI Maturity Benchmark Report: Opportunities & Gaps in Contact Center AI Adoption show:
“Perhaps the single greatest underlying challenge to transforming and modernizing CX has been the longstanding perception of the contact center as a cost center within the C-suite. This report clearly shows that with the proper charter and investment, CX leaders can drive substantial benefits to the organization, such as increased revenue, enhanced customer loyalty, and reduced operational costs,” Triant added.
Click here to download the full report and learn more about UJET’s AI Maturity scale.
About UJET
UJET leads the way in AI-powered contact center innovation, delivering a future-proof, cloud platform that redefines the customer experience with cutting-edge AI, true multimodality, and a mobile-first approach. We infuse AI across every aspect of your customer journey and contact center operations, to drive automation and efficiency. UJET's AI solutions empower agents, optimize customer journeys, and transform contact center operations for elevated experiences and actionable insights. Built on a cloud-native architecture with a unique CRM-first approach, UJET ensures unmatched security, scalability, and prioritized data insights (without storing PII). Designed for effortless use, UJET partners with businesses to deliver exceptional interactions, smarter decision-making, and accelerated growth in the AI-driven world.
View source version on businesswire.com: https://www.businesswire.com/news/home/20241021840428/en/