The AI transformation that all CX and Contact Centers Need

Do you remember when the mass implementation of chatbots caused a lot of positive noise in the Customer Experience industry, as it gave the customer the ability to quickly direct demand (usually recurring demands) and, in many cases, the ability for the customer to solve the problem itself without the need for human interaction?

Well, Artificial Intelligence applied to the Customer Experience and Contact Center industry will do the same–but on steroids.  

However, it's crucial to understand that the potential of artificial intelligence far surpasses any chatbot designed for standardized response blocks. We're talking about a tool that can contextualize, search the knowledge base, and swiftly resolve or target issues, often eliminating the need for human intervention in customer support. 

The generative AI era is a turning point for the customer experience (CX) sector in the journey towards artificial general intelligence. It's not just a trend but a transformative force that can't be ignored.  

Aberdeen Strategy & Research's report, "Helpful AI: The Future of Personalized Customer Experiences," underscores this, drawing a parallel between the indispensable role of CX in business success and AI's transformative impact on CX. 

CX, long recognized as a vital differentiator for customer satisfaction and operational efficiency, is increasingly driven by strategic AI integration. This shift moves the competitive landscape from basic personalization tactics of traditional marketing—like using the correct customer names during interactions—to a more sophisticated, data-driven strategy. Modern digital CX strategies are designed to captively engage customers through seamless integration of various channels, underpinned by robust customer data platforms and targeted optimization. 

AI technologies, encompassing natural language understanding, automated reasoning, and advanced decision-making capabilities, are crucial for effectively implementing comprehensive CX strategies. These technologies provide actionable insights that help convert prospects into loyal customers and create a digitally empowered environment conducive to achieving clear and impactful objectives.  

Take, for example, Klarna’s AI Customer Service (data from February 2024): 

• The AI assistant has had 2.3 million conversations, two-thirds of Klarna’s customer service chats 
• It is doing the equivalent work of 700 full-time agents 
• It is on par with human agents regarding customer satisfaction score 
• It is more accurate in errand resolution, leading to a 25% drop in repeat inquiries 

• Customers now resolve their errands in less than 2 mins compared to 11 mins previously 
• It’s available in 23 markets, 24/7, and communicates in more than 35 languages 
• It’s estimated to drive a USD 40 million profit improvement to Klarna in 2024 

However, a challenge remains. According to Aberdeen’s "CX Leaders’ Agenda" survey, only 35% of businesses feel satisfied with their current data utilization in CX programs. This survey, which gathered insights from 584 organizations, also highlighted their strategic technology investment plans to manage better and exploit data, revealing:  

• 43% plan to invest in customer analytics. 
• 39% aim to channel funds into AI enhancements. 
• 36% will focus on automation technologies. 
• 32% are looking to upgrade customer communications and contact center capabilities. 
• 31% intend to improve their content management systems.  

These statistics underscore the critical need for organizations to embrace and invest in technological advancements to refine their CX strategies and ensure sustainable business growth. 

Here are some highlights from Aberdeen’s “Helpful AI: The Future of Personalized Customer Experiences” research: 

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