CCW Digital | 2023 Market Study: Generative AI and chatbots
The hype around AI, and more recently generative AI, has a corresponding history of unfulfilling outcomes. While touting enhancements in agent productivity, over two-thirds continue to spend time on low-value tasks. Despite the talk of revolutionizing self-service, only 15% of consumers rely on chatbots for issue resolution.
This Market Study by CCW Digital and Sprinklr uncovers the reality of generative AI and chatbots in customer contact through extensive research. Which AI use cases are contact center leaders pursuing, and what pitfalls should they avoid?
The report includes:
Insights into how leaders are thinking about generative AI
Use cases leaders feel perfect for AI automation – and those that should remain with human employees
Self-service gaps that solutions like ChatGPT can address right now
The truth about augmenting agent performance with AI
Risks that could threaten the success of generative AI investments
Key trends shaping the future of customer experience
Thank you for contacting us.
A Sprinklr representative will be in touch with you shortly.
No need to fill out any forms — you're all set.