Automation and AI have become powerful tools in the CX arsenal over the last few years as organisations increasingly deploy solutions to automate interaction handling, reduce manual tasks and cut costs. The latest Zendesk CX Trends report shows that as these tools become more commonplace, consumer attitudes to bots and automated resolution channels are changing – for the better.
75% of users think AI can provide the same level of experience as human agents and will become more natural and human-like over time. 71% of consumers think AI helps them get quicker replies, meaning today’s customers are more likely than ever before to choose to use automated channels to resolve their queries.
Zendesk research found that: “Consumers overwhelmingly state that bots perform well when answering simple inquiries, respond faster than human agents, and can be relied upon to surface accurate, helpful information.”
These changing attitudes to automated channels are having a real impact on the bottom line. Companies that have well-implemented Automation and AI solutions report that they deliver tangible benefits to their business, with Zendesk research indicating that 59% of leaders attest to measurable ROI as a result of investments in AI.
As consumers increasingly enjoy richer experiences with bots, their expectations have risen – but whilst 77% of respondents say AI bots are helpful for simple issues, 78% of consumers who ask bots a range of questions still end up needing to connect with a human agent anyway. With 60% of business leaders describing their organisation’s automation plans as ad hoc rather than strategic, it is clear that in 2023, businesses will need to prioritise and invest in delivering an immersive CX powered by AI.
Whilst 67% of businesses are looking to invest more in AI and automation over the next year, with nearly half of the respondents to the Zendesk survey committing to as much as a 25% increase in budget, challenges around siloed data and delivering contextual and conversational experiences via bot mean there is still work to be done.
For consumers, the ideal AI solution is able to handle increasingly complex questions in a natural and fluid manner. Successful bot interactions are driving changes in consumer purchasing behaviour - with 41% of consumers saying synthetic agents will change how they purchase from brands in the future. As bots become more intelligent and better able to deal with end-to-end customer inquiries, usage will continue to increase.
Route 101 have a wide range of intelligent AI and Automation solutions and are ready to work with you on finding the right approach to automation for your service and CX needs.
For more information about our contact centre automation solutions, get in touch to discuss your challenges and approaches for CX in 2023.
