{"id":1636,"date":"2024-10-03T00:00:32","date_gmt":"2024-10-03T00:00:32","guid":{"rendered":"https:\/\/contentguru.builtbytoast.uk\/?post_type=resource&#038;p=1636"},"modified":"2026-02-19T11:46:24","modified_gmt":"2026-02-19T11:46:24","slug":"ai-customer-experience","status":"publish","type":"resource","link":"https:\/\/www.contentguru.com\/en-gb\/resources\/blogs\/ai-customer-experience\/","title":{"rendered":"The Future of AI Customer Experience in an Uncertain Climate"},"content":{"rendered":"\n\n    <section class=\"block-resource-hero toast-block no-margin no-padding\"> \n\n        \n\n\n    <div class=\"resource-hero\">\n        <div class=\"container\">\n                                                <div class=\"resource-type\">Blogs<\/div>\n                                <h1>The Future of AI Customer Experience in an Uncertain Climate<\/h1>\n                <div class=\"publish-date\">Published: October 3rd 2024<\/div>\n                    <\/div>\n    <\/div>\n\n    \n    <\/section>\n\n\n\n\n\n    <section class=\"block-columns toast-block no-margin padding-both\"> \n\n        \n\n\n<div class=\"columns-area\">\n    <div class=\"container\">\n                                <div class=\"main-column-grid grid\" style=\"grid-template-columns:repeat(1, 1fr)\">\n                                    <div class=\"col \">\n                        <p>All technologies move through \u2018hype cycles\u2019, and AI is no exception. This is best illustrated by the\u00a0<a href=\"https:\/\/www.gartner.com\/en\/research\/methodologies\/gartner-hype-cycle\">famous Gartner Hype Cycle<\/a>, which maps how excitement levels around new technologies change throughout their lifecycle. Generative AI (which has, for better or worse, become a byword for \u2018AI\u2019 generally) has recently seen a decline in popularity, as investors begin to question whether it\u2019s worth the money.<\/p>\n<p><a href=\"https:\/\/www.census.gov\/hfp\/btos\/downloads\/CES-WP-24-16.pdf\">One recent report from the US Census Bureau<\/a>\u00a0highlighted that AI adoption has been slower than expected, with only 5% of firms adopting AI in some capacity.\u00a0<a href=\"https:\/\/www.forbes.com\/sites\/sherzododilov\/2024\/08\/25\/why-artificial-intelligence-hype-isnt-living-up-to-expectations\/\">Some see this as a sign to be cautious<\/a>; the reality is, this report only reveals\u00a0<b>the scale of the opportunity<\/b>:<\/p>\n<ul>\n<li>80% of non-adopters resist AI adoption not because it fails to deliver, but because they don\u2019t believe it&#8217;s applicable. Where AI is adopted, the report reveals that\u00a0<a href=\"https:\/\/www.census.gov\/hfp\/btos\/downloads\/CES-WP-24-16.pdf\">employees exhibit\u00a0<\/a><a href=\"https:\/\/www.census.gov\/hfp\/btos\/downloads\/CES-WP-24-16.pdf\"><b>better overall performance<\/b><\/a>.<\/li>\n<li>Another important finding is that\u00a0<a href=\"https:\/\/www.census.gov\/hfp\/btos\/downloads\/CES-WP-24-16.pdf\"><b>AI does not correlate to job losses<\/b><\/a><b>.\u00a0<\/b>Rather than replacing workers, AI is enhancing their productivity.<\/li>\n<li>In the contact center, AI is transforming the way that agents deliver Customer Experience. Before, during, and after an interaction, AI Customer Experience is more efficient and effective than ever before.<\/li>\n<\/ul>\n<p>In this blog, we explore the benefits of AI Customer Experience, to decide whether or not the AI hype bubble has popped.<\/p>\n                    <\/div>\n                            <\/div>\n            <\/div>\n<\/div>\n\n    \n    <\/section>\n\n\n\n\n\n    <section class=\"block-columns toast-block no-margin padding-both\"> \n\n        \n\n\n<div class=\"columns-area\">\n    <div class=\"container\">\n                                <div class=\"main-column-grid grid\" style=\"grid-template-columns:repeat(1, 1fr)\">\n                                    <div class=\"col \">\n                        <h2><strong>The State of AI Customer Experience<\/strong><\/h2>\n<p>The report identifies AI Customer Experience as a key area of AI deployment. The majority of businesses that leverage AI do so for\u00a0<a href=\"https:\/\/www.census.gov\/hfp\/btos\/downloads\/CES-WP-24-16.pdf\" target=\"_self\">virtual agents, chatbots, Natural Language Processing, and data analytics<\/a>. It is no exaggeration to say the contact center is leading the AI revolution.<\/p>\n<ul>\n<li>28% of businesses using AI do so for marketing automation,<\/li>\n<\/ul>\n<ul>\n<li>22% for virtual agents,<\/li>\n<\/ul>\n<ul>\n<li>19% for Natural Language Processing,<\/li>\n<\/ul>\n<ul>\n<li>17% for data analytics,<\/li>\n<\/ul>\n<ul>\n<li>And 15% for voice recognition.<\/li>\n<\/ul>\n<p>And it\u2019s easy to see why. AI Customer Experience is reliable and secure, and offers a range of different applications that can reduce workload and drive real value. Those applications can be found before, during, and after a customer interaction:<\/p>\n<ul>\n<li><b>Before<\/b>\u00a0\u2013 Voice recognition can be used to identify customer intent. Rather than choose a routing option from a menu, the customer can state intent out loud and be directed instantly to the best available outcome.<\/li>\n<\/ul>\n<ul>\n<li><b>During\u00a0<\/b>\u2013 Real-time sentiment analysis gives both agents and supervisors insight into the mood of the customer while the interaction takes place. If sentiment begins to decline, proactive action can be taken to salvage the interaction.<\/li>\n<\/ul>\n<ul>\n<li><b>After\u00a0<\/b>\u2013 Generative AI-powered, real-time transcription and summarization can automate post-call data entry tasks, automatically populating forms that only require agent review and approval. The result is a nearly 27% reduction in Average Handling Time.<\/li>\n<\/ul>\n<p>All these applications drive major cost-savings for the contact center, and that\u2019s not all. The agent experience stands to benefit as well.<\/p>\n<div class=\" gatsby-image-wrapper\">\n<div aria-hidden=\"true\"><\/div>\n<\/div>\n<p>&nbsp;<\/p>\n<h2><strong>AI Customer Experience for Agents<\/strong><\/h2>\n<p>Perhaps the most interesting finding revealed by the Census Bureau\u2019s report is that AI has had a\u00a0<a href=\"https:\/\/www.census.gov\/hfp\/btos\/downloads\/CES-WP-24-16.pdf\" target=\"_self\">limited impact on levels of employment<\/a>. That is to say; not as many people are losing their jobs to AI as some analysts have predicted. Businesses are discovering the central truth of AI: that it will not replace humans, but enhance them. And AI Customer Experience is no different.<\/p>\n<p>We\u2019ve already outlined how generative AI can intervene at different stages of an interaction to deliver an enhanced experience for customers, by streamlining agent workflows. That\u2019s not the only way in which AI improves the agent experience:<\/p>\n<ul>\n<li>Customers aren\u2019t the only ones who benefit from a successfully resolved interaction, agents also draw satisfaction from a job well done. The more you minimize workplace friction, and the easier you make it for agents to support customers, the better they\u2019ll feel about their work.<\/li>\n<\/ul>\n<ul>\n<li>If an employee is engaged, they\u2019ll be more motivated to improve. The biggest blocker to improvement is often a lack of guidance; supervisors are simply too busy to provide the level of personalized feedback that agents require. Generative AI can draw personalized individual learnings from every interaction, giving the agent continuous opportunities for improvement.<\/li>\n<\/ul>\n<ul>\n<li>All this functionality should be available easily to agents, within the same interface they use for every other task. AI shouldn\u2019t be an additional chore, but a seamless injection into agent workflows.<\/li>\n<\/ul>\n<p>Generative AI hasn\u2019t led to major job losses, because on the whole, agents and businesses have been able to adapt potential use cases into their everyday ways of working. And as the technology continues to develop, even more use cases are likely to emerge.<\/p>\n<div class=\" gatsby-image-wrapper\">\n<div aria-hidden=\"true\"><\/div>\n<\/div>\n<p>&nbsp;<\/p>\n<h2><strong>Self-Service AI Customer Experience<\/strong><\/h2>\n<p>The Census Bureau report is revealing, but it\u2019s not the final word on AI adoption: it\u2019s an ongoing process. And the future of potential applications for AI in Customer Experience are many. One area in which AI is already delivering major efficiencies is customer self-service.<\/p>\n<ul>\n<li>AI chatbots have already been in use (in some form) for decades; the generative AI chatbot is still a relatively new development. After some early fumbles, businesses are now learning how to adopt appropriate guardrails that curtail the worst excesses. Now, generative AI chatbots are a real possibility.<\/li>\n<\/ul>\n<ul>\n<li>The advantage of generative AI chatbots is\u00a0<b>personalization.\u00a0<\/b>Generative AI can adapt tone and language depending on the customer, delivering a level of individual personalization that makes the customer feel at home with your organization.<\/li>\n<\/ul>\n<ul>\n<li>When integrated with a\u00a0<b>Customer Data Platform<\/b>, an AI chatbot can leverage existing customer data and interaction history to support the customer. If the customer has been in contact about a problem before, for example, the chatbot can draw on those experiences to offer a more informed set of next steps.<\/li>\n<\/ul>\n<p>The great advantage of self-service is that it takes some of the pressure off your agents. Simple and easily-resolved inquiries can be handled by chatbots, leaving only the most challenging for your agents. That gives your agents more time and headspace to devote to each interaction, leading to a corresponding improvement in customer experience.<\/p>\n                    <\/div>\n                            <\/div>\n            <\/div>\n<\/div>\n\n    \n    <\/section>\n\n\n\n\n\n    <section class=\"block-columns toast-block no-margin padding-both has-bg\" style=\"background-color:#ddf3fc;\"> \n\n        \n\n\n<div class=\"columns-area\">\n    <div class=\"container\">\n                                <div class=\"main-column-grid grid\" style=\"grid-template-columns:repeat(1, 1fr)\">\n                                    <div class=\"col \">\n                        <h2><strong>brain<span class=\"superscript\"><sub>\u00ae<\/sub><\/span>\u00a0for AI Customer Experience<\/strong><\/h2>\n<p>If there\u2019s one thing that the US Census Bureau survey reveals, it\u2019s that AI is the future of Customer Experience. If you\u2019re not looking into AI adoption for your contact center, the time to start is now.<\/p>\n<p>The\u00a0<b>brain<\/b><span class=\"superscript\"><sub>\u00ae<\/sub><\/span>\u00a0AI orchestration layer that brings together the best technology from across the space, to power AI copilots that transform the agent experience.<\/p>\n<p>Content Guru\u2019s AI approach is strategic and value-first. We believe that AI should make life easier and cut costs for your business. Where other CX providers tie their customers to just one AI vendor, we offer total flexibility through an \u2018AI-broker\u2019 approach.<\/p>\n<p>Our value-first AI approach doesn\u2019t try to replace human agents but\u00a0<i>enhances<\/i>\u00a0them. Our AI Customer Experience solutions transform contact center operations for both agents and customers, driving empathetic, informed interactions.<\/p>\n<p>Want to learn more about how AI can transform the customer experience?\u00a0<a href=\"https:\/\/www.contentguru.com\/en-gb\/resources\/whitepapers\/implementing-generative-ai\" target=\"_self\">Download our new whitepaper:\u00a0<\/a><a href=\"https:\/\/www.contentguru.com\/en-gb\/resources\/whitepapers\/implementing-generative-ai\" target=\"_self\"><b>Brace for Impact: Preparing Your Business for the Generative AI Tidal Wave.<\/b><\/a><\/p>\n                    <\/div>\n                            <\/div>\n            <\/div>\n<\/div>\n\n    \n    <\/section>\n\n","protected":false},"excerpt":{"rendered":"<p>A recent report from the US Census Bureau highlighted that AI adoption has been slower than expected, with only 5% of firms adopting AI in some capacity. This report only reveals the scale of the opportunity.<\/p>\n","protected":false},"featured_media":6121,"template":"","meta":{"_acf_changed":true,"inline_featured_image":false},"resource_industry":[],"resource_topic":[],"resource_type":[5],"resource_folder":[73],"class_list":["post-1636","resource","type-resource","status-publish","has-post-thumbnail","hentry","resource_type-blogs"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>The Future of AI Customer Experience in an Uncertain Climate - English - UK<\/title>\n<meta name=\"description\" content=\"A recent report from the US Census Bureau highlighted that AI adoption has been slower than expected, with only 5% of firms adopting AI in some capacity. 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