New Waterfield Tech Research: Customer Experience Leaders Lag Significantly in Deploying Conversational AI in the Contact Center, Forfeiting Critical Business Benefits
BOSTON, Nov. 1, 2022 /PRNewswire-PRWeb/ -- Waterfield Tech, a leading global customer engagement solutions provider, today announced research findings detailing a significant lag in the adoption of conversational AI in the contact center.
- The study, which was conducted among senior customer experience and technology leaders across several industries, looked to understand the trends, challenges, aspirations and expectations around customer experience.
- The broad adoption of conversational AI for customer experience has been crucially delayed despite AI's potential to have a demonstrable positive impact on business and customer satisfaction metrics.
- Conversational AI can deliver an exceptional customer experience while enabling companies to more efficiently deploy their human and financial capital."
- Our breakthrough innovations in contact center technology, automation (conversational AI) and workforce engagement reduce business costs, improve customer satisfaction, and help customers deploy a smarter utilization of the human workforce.