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Genesys Uncovers an Increased Need for AI in CX

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Increasingly, companies with strong customer support needs are realizing that artificial intelligence (AI) is no longer a mere buzzword; it's becoming a bona fide strategic requirement for properly engaging with customers.

In that vein, a new report commissioned by Genesys has revealed that companies are increasingly grasping this need for AI for crafting truly better customer experiences (CXs) while remaining competitive.

The report, “Customer Experience in the Age of AI,” found that 70% of customer experience leaders identified AI as crucial to their CX operations in the next two to three years. Despite this, the findings also expose a surprising unreadiness and underutilization of AI’s more advanced capabilities, presenting both a challenge and an opportunity for businesses looking to stay ahead in an increasingly competitive market.

In addition, 59% of the CX leaders interviewed for the report believe that integrating AI into their operations will significantly boost customer loyalty and lifetime value in the next five years. This marks AI as not just an enhancement but also as a transformative force that can reshape how businesses interact with and retain customers.

The report also found that many companies have only just touched the basics of AI technology. While AI-powered tools such as chatbots are widely adopted, many companies have yet to fully explore AI's potential in areas like customer journey management, auto-summarization and sentiment analysis. Currently, only 23% of customer experience leaders are using AI for customer journey management, and only 22% use it for sentiment analysis. Research from Gartner and others has found that these underutilized areas represent significant opportunities for businesses to deepen their customer relationships and drive greater engagement.

“AI is revolutionizing the customer experience by enabling companies to deliver more personalized, efficient and empathetic interactions at scale,” said Janelle Dieken, SVP of Customer Advocacy at Genesys. “Our research shows that businesses that fail to integrate AI into their CX strategies risk falling behind in a highly competitive landscape.”




Edited by Alex Passett
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