Why is your organization currently not utilizing AI in your contact center?

ArchitectureStrategy

We are currently using AI in our contact center18%

Our data is not easily/fully accessible between departments44%

We use conversational AI for web chats, but not for telephony19%

We just can't justify the investment15%

Other (please comment)1%

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Chief Technology Officer in Healthcare and Biotecha month ago

4 1/2 years ago we "outsourced" our level1 support to conversational AI and later upgraded it to GenAI. We went down from 42 min. wait to less than 1 min. Abandon rate from 27.5% to virtually none and the cost is 35% down. If interested in detailed, send me a note and I'll share the how, who, what, etc.

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Is your organization transitioning from centralized to decentralized data systems?

Yes42%

No, we are staying centralized52%

No, we are already decentralized3%

Not sure1%

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In the next 6 months, which will your company do?

Invest more in eCommerce32%

Maintain the current investment in eCommerce63%

Invest less in eCommerce4%

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