Approximately 71% of customer service agents view increased automated assistant usage for assessing and routing customer needs, Kore.ai unveiled.
Kore.ai, an enterprise conversational and generative AI platform technology, has unveiled its annual 2024 Agent Experience (AX) and Customer Experience (CX) Benchmark Reports, featuring historic findings that indicate the increased global acceptance of automation and self-service solutions.
Kore.ai commissioned the research to shed light on the impact of intelligent virtual assistants (IVAs) and contact centre AI solutions on customer interactions and agent job satisfaction. The reports show that, for the first time, customer service agents are prioritizing advanced AI technology and automated tools over competitive salaries and a fair work environment.
Similarly, consumers are increasingly embracing AI, valuing its precision and reliability. A key factor in this shift is the IVAs’ ability to offer around-the-clock assistance and smoothly transition between tasks without requiring repetitive information, significantly enhancing consumer satisfaction and comfort levels.
Kore.ai and research partner Farrell Insights surveyed 1,200 customers and 600 agents across multiple regions including the Americas, UK, Germany, India, Japan, Philippines, and Australia, and in major industries like banking, retail, healthcare, travel, telecom, and others. The key findings are collated in the Kore.ai Agent Experience (AX) and Customer Experience (CX) Benchmark Reports 2024.
According to the report, 72% of agents express a strong desire for IVAs, but contact centres are lagging in implementation, with 62% of agents reporting a lack of AI use cases. Outdated systems also hinder productivity, with 91% of agents reporting technology-related frustrations.
Agents trained in AI report 92% job satisfaction and engagement levels compared to their non-trained counterparts (73%). Approximately 71% of customer service agents view increased automated assistant usage for assessing and routing customer needs as mutually beneficial for both consumers and agents.
Additionally, 68% of customers believe that AI assistants’ ability to seamlessly carry and continue conversations across channels is important when it comes to great customer service interactions.
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