Artificial Intelligence in Customer Experience 2022

Customer experience experts reveal how AI is being used to enhance customer service capabilities

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Olivia Powell
07/21/2022

Artificial Intelligence in Customer Experience 2022

Artificial intelligence (AI) and machine learning (ML) applications have transformed CX, such as through more sophisticated, intuitive chatbots. In a data-driven world, AI and ML help brands better understand customers and offer personalized experiences.

The Covid-19 pandemic accelerated AI and ML in CX, as more people relied on online access to brands. Two years on, businesses are taking these applications to the next level.

In the Global State of CX report, a drastic year-on-year shift has occurred. AI has become a top industry investment priority. Many brands still take a cautious approach to this element of digital transformation, but more CX practitioners are making it a strong investment focus. The shift away from proof-of-concept stage towards pilots and implementation indicates AI is not a trend, but a permanent part of CX. This year’s research, which surveyed 100 CX experts, found that 20 percent of respondents are at the early implementation stage, compared to seven percent in the 2021 survey.

To remain competitive, AI and ML applications must work hand-in-hand with customer service staff rather than eliminating humans from interactions. As well as improving CX, brands can improve the employee experience (EX) in tandem. Better workplace tools improve employee satisfaction, which has a positive effect on talent retention, so the financial benefits of AI are far-reaching.

We invite CX professionals to utilize the results by benchmarking their organization’s progress against that of their peers and competitors as revealed in this research.