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Contact Center Adoption of AI on the Rise

By Greg Tavarez May 26, 2022

LiveVox, a cloud-based provider of customer service and digital engagement tools, released the results of a commissioned study in conjunction with Forrester Consulting to identify the key use cases and challenges when deploying AI technology in the contact center.

Contact Centers and AI: Sounds Like You Need Help Unlocking Full Benefits” surveyed 315 IT and operations leaders who are responsible for AI contact center technology. AI technology adoption within the contact center increased and resulted in improved customer experience, or CX; however, measurable ROI was delayed by various challenges.

The high cost of implementation, not having access to necessary customer data and a lack of skilled in-house staff are among the top three obstacles preventing contact centers from achieving ROI from AI technology investments.

“The adoption of AI within contact centers remains both the largest potential benefit and biggest challenge to delivering an exceptional agent and customer experience,” said Louis Summe, CEO and co-founder, LiveVox. “To remove the barriers around AI adoption and implementation, contact centers need to partner with technology companies that understand the application of practical AI and how the technology can be seamlessly integrated within agents’ workflows.”

Additional findings include:

  • AI adoption is well underway. Contact centers with 100 to 250 agents lead the way in adoption of AI and are using a range of tools including robotic process automation, chatbots and virtual agents.
  • Delays during initial deployment and routine updates are widespread. Over 50% of contact center decision-makers say they are unable to make the changes needed to machine learning models and AI tools because they depend on vendors and lack the staff and expertise to do so themselves. Additionally, high implementation costs, limited data access and the need for integration with legacy CRMs slow down initial deployment for 40% of firms.
  • High expectations, low measurable ROI. Fewer than half of respondents experienced benefits from implementing AI tools. Eighty percent agree that a pre-integrated AI solution could provide better flexibility to deploy, test and change applications quickly.

Be part of the conversation about how AI is driving the Future of Work and both the customer and employee experience at Future of Work Expo 2022. The conference focuses on key elements of today's re-imagined workplace, not just for improving productivity, but also providing a better customer experience, through the intersection of technology and the human element. Future of Work Expo is part of the #TECHSUPERSHOW experience, taking place June 21-24, 2022 in Ft. Lauderdale, Florida. LiveVox will be exhibiting in Booth #123 along with participating in a panel discussion at on enhancing agent experience with distributed workforces.




Edited by Erik Linask

CustomerZone360 Editor

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