79% of CX leaders plan to increase investments in AI and Contact Center Automation

SAN FRANCISCO–(BUSINESS WIRE)–Talkdesk®, Inc., a global cloud contact center leader for customer-centric companies, today released its newest Talkdesk Research™ report, The Future of AI 2022: Advancing AI Maturity in Contact Center. Findings show that despite consensus (85%) about the value of artificial intelligence (AI), companies are hedging their approach by continuing to invest but holding back deeper deployments in the short term due to challenges around organizational scope, security and gaps. in talent.

As customer service expectations rise in every type of industry – from retail and consumer goods, to financial services and insurance, even healthcare – fast-moving organizations are gaining a competitive edge by using AI and automation to deliver better services and to increase productivity. To reap the benefits and not be left behind, 79% of customer experience (CX) professionals say their company plans to increase investment in the coming year. Fifty-two percent admit that without AI and automation, customer satisfaction will decrease; 48% expect a decline in contact center team productivity. However, the use of AI and automation in contact centers has declined; for example, their use in self-service fell from 69% in 2021 to 60% today.

Implementing new technology always represents uncharted territory for companies, and AI is no different. The earlier rush to embrace AI initiatives seems to have run afoul of the reality of the challenges facing companies, primarily around these key areas:

Mismatch in AI business goals

CX professionals report less confidence in their understanding of AI. The percentage of those who say they feel on average very familiar with AI in the contact center fell from 93% a year ago to 87%. Similarly, the number of respondents who characterized their organization’s application of AI technology as the most advanced fell to 35%. Resistance to change within their organizations and a lack of strategic vision were commonly cited barriers.

Security risks and IT challenges

Eighty percent believe AI will improve identity and authentication security within the next two years. Almost as many (75%) further agree that AI technology will allow customer data to be more secure than with a live agent. Belief that AI will improve safety appears to contradict findings that safety is a major barrier to AI deployment; however, half of respondents attribute security concerns to the limitations of legacy contact center infrastructure.

Lack of in-house AI expertise

Another common barrier to advanced AI implementation is the lack of AI professionals who can build, train, and maintain AI solutions. New technology, such as human-in-the-loop tools, can help democratize the use of AI in the contact center, making it easy for agents to train and maintain AI models without the need for programming skills. specialized programming. According to the survey, 15% of companies are already taking advantage of these emerging tools.

“As contact centers continue to evolve from cost centers to growth centers, a lack of AI maturity can negatively impact not only the most important contact center KPIs, such as customer satisfaction and productivity, but also broader business goals related to revenue and lifetime customer value. ,” said Ben Rigby, Talkdesk senior vice president and global head of product and engineering, AI, automation and workforce. “Working closely with a CX technology partner that has deep AI expertise can allow organizations to overcome barriers to deployment and achieve their AI ambitions.”

Download the report, The Future of AI 2022: Advancing AI Maturity in the Contact Center, to see all the findings and get guidance on clearing common barriers to implementation.


Talkdesk Research’s quantitative online survey was conducted in April 2022 in five global markets, including the US, Canada, France, Germany and UK Surveys. covering all major industries including healthcare, financial services and insurance, retail and e-commerce. CX professionals include leadership and management for customer service, customer experience, CX operations, IT, and contact center agents.

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Talkdesk® is a global cloud contact center leader for customer-obsessed companies. Our first customer experience automation solutions optimize our clients’ most critical customer service processes. Our speed of innovation, vertical expertise and global footprint reflect our commitment to ensuring businesses can deliver better experiences in every industry and through every channel, resulting in higher customer satisfaction and accelerated business results.

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