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Tracking the ROI of AI: A Broad Future of CX Expo Conversation, part of the #TECHSUPERSHOW Experience

By Alex Passett February 15, 2024

At this year’s Future of CX Expo (taking place at the beautiful Broward County Convention Center in Fort Lauderdale, Florida), I attended a stacked session that was titled “The ROI of AI and Automation for CX.”

Moderated by Robin Gareiss, Principal Analyst and CEO of Metrigy, the session’s panelists were:

During the session, these experts were interviewed about the real ROIs that companies are seeing from their AI-powered solutions, and much was discussed about how much time agents can save, the opportunities for realistic cost reduction and future expectations, and how more revenue can be generated through the automation of, well, automatable functions.

Partway through, Gareiss proposed that “one of the biggest AI challenges boils down to ‘What’s my ROI? What am I going to see? What are some of the hard metrics I need to be aware of?’ Any thoughts on these challenges?”

The panelists’ answers varied.

“At Dialpad,” Palmer started, “we drive major in-house AI efforts; automated speech recognition, robust content generation, the whole nine yards. For us, what it boils down to is the challenge of time — saving time on training, saving time on phone calls with agents, saving time spent actually assisting agents, and being able to save clients’ timelines from cumbersome operational roadblocks. With AI, conversations can be summarized rapidly. Predictive capabilities that automate the analyses of customer satisfaction scores definitely save time (rather than manually sending out surveys, and the like). Through methods like these, we save time and get a better sense of customers’ voices and interests, and we drill down the explainability of AI through the ROI we see from our workforce.”

“Cresta operates similarly,” Mychal added. “I lead our product marketing and GenAI-native platform and our team’s efforts; with behavioral guidance through AI-led quality management, we can do more. We have a full suite of conversational intelligence products, and the outcome-based reinforcements that come from them are undeniably strong.”

Flores, who works within Salesforce’s contact center and channel team, said he’s currently responsible for enabling AI through the required channels to also summarize cases for faster resolutions, skill augmentations, and more empathetic responses. “These reduce burnouts, make faster training and onboarding happen, and increase case deflection rates — the ROI’s right there,” he said.

Finally, per Fawzi: “Intelepeer drives amazing automation and leverages GenAI, for sure. The number of people looking to adopt AI and act on data is powerful. We even saw a fruitful shift in Q4 of 2023 in revenue generation and cost-saving instances; we’re automating customer calls, appointment and membership signups, and more to gain measurable traction. The continuous ability to evaluate and assist teams in need is remarkable.”

Learn more about Future of CX Expo, Future of Work Expo and more (all part of the #TECHSUPERSHOW experience) here.

Edited by Alex Passett
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