Yellow.ai Study Unveils Growing Confidence in AI-First Automation Among North American Customer Service Executives
Yellow.ai Study Unveils Growing Confidence in AI-First Automation Among North American Customer Service Executives
84.5% of respondents plan to or are already using AI in their customer service operations and contact centers
84.5%的受访者计划在客户服务运营和联系中心中使用人工智能,或已经在使用。
SAN MATEO, Calif. , July 16, 2024 /PRNewswire/ -- Yellow.ai, a global leader in AI-first customer service automation, has unveiled research titled 'Betting Big on AI-First: Insights from Customer Service Leaders.' The study sheds light on AI adoption trends within North American customer service operations and contact centers. According to the findings, an impressive 84.5% of respondents either plan to or are already leveraging AI, underscoring its pivotal role in shaping the industry's future.
加利福尼亚州圣马特奥,2024年7月16日 / PRNewswire / - Yellow.ai是全球领先的以AI为先的客户服务自动化企业,推出了题为'搏牛AI-第一:客户服务领袖的洞见'的研究报告,揭示了北美客户服务运营和联系中心的人工智能采用趋势。根据调查结果,令人印象深刻的是,84.5%的受访者计划或已经在利用人工智能,突显其在塑造行业未来的关键角色。
The study highlights that North American organizations are increasingly ramping up their efforts in response to the rising demand for customer service automation, moving beyond basic automation to embrace AI-first approaches. Initial efforts across organizations of different sizes have focused on gathering insights and laying foundations, with a few deployments already live. The findings indicate a substantial upcoming increase in project executions, with 58% planning to integrate AI into their contact centers and customer service operations within the next 12 months.
研究表明,北美组织正越来越积极地响应对客户服务自动化的日益增长的需求,超越基本自动化,采用以人工智能为先的方法。规模不同的组织的最初努力集中于收集见解和奠定基础,少数部署已经投入生产。调查结果表明,计划在未来12个月内将人工智能整合到其联系中心和客户服务运营中的组织将显著增加,高达58%。
The survey of 200 customer service professionals and executives across 12+ industries, conducted at Customer Contact Week 2024, provided a deeper understanding of the pivotal drivers of AI adoption, as well as current trends and attitudes towards AI integration in customer service operations, including:
在客户联系周2024年对12个以上行业的200名客户服务专业人士和高管进行的调查提供了更深入的理解,包括:
- AI implementation is present and functional across the entire CX function. A notable one in four organizations (26.5%) have already implemented AI within their customer service or contact center environments. The automation is not just limited to customer interactions, where over 60.2% have automated customer-facing processes, but also extends to 51% automating back-end operations, showcasing a comprehensive adoption strategy.
- Objectives to elevate key business metrics are fueling AI adoption. Nearly three-quarters of respondents view increasing efficiency (74.7%) and improving customer satisfaction (73.2%) as the leading drivers for their AI adoption. A further 66.7% see reducing operational costs as a primary objective.
- Data-driven decision-making is on the rise. The focus on customer service analytics and reporting is gaining momentum, with 49.2% of organizations automating this domain and 54.5% looking to implement AI to enhance data insights.
- Despite enthusiasm for AI, some challenges persist. For 67% of respondents, integration with existing systems is the primary obstacle for AI implementation, with considerations around high implementation cost (36%) and data privacy (33%) following behind.
- Executives are dedicated to training employees to work with AI. 56.5% are committed to upskilling or reskilling their workforce, ensuring that employees evolve alongside the technology as they adopt and integrate AI within their systems.
- AI实施在整个CX功能中存在且功能正常。值得注意的是,四分之一(26.5%)的组织已经在其客户服务或联系中心环境中实施了人工智能。自动化不仅仅局限于客户互动,其中超过60.2%已自动化面向客户的流程,同时51%自动化了后台操作,展示出全面的采纳策略。
- 提高关键业务指标的目标推动了人工智能的采用。近四分之三的受访者认为提高效率(74.7%)和提高客户满意度(73.2%)是其人工智能采用的主要推动因素。有进一步的66.7%认为降低运营成本是主要目标。
- 数据驱动的决策正在增加。关注客户服务分析和报告的重点正在增加,49.2%的组织正在自动化这一领域,54.5%的组织计划实施人工智能以增强数据洞见。
- 尽管对人工智能抱有热情,但仍存在一些挑战。对于67%的受访者来说,与现有系统的整合是实施人工智能的主要障碍,而高成本(36%)和数据隐私(33%)考量紧随其后。
- 高管致力于培训员工与人工智能合作。有56.5%的人致力于提高其员工的技能或进行再培训,确保员工在采纳和整合人工智能进入其系统时与技术一起演进。
"Our study reveals that North American customer service professionals are eager to adopt AI, inspired by the success of pilot projects. Even those who have yet to begin AI initiatives are motivated to join this movement and avoid falling behind," said Raghu Ravinutala, CEO & Co-founder of Yellow.ai. "Looking ahead, nearly one-third (32.5%) of respondents plan to implement fully autonomous customer service operations. This involves AI systems handling 100% of customer interactions, with employees up-skilled to oversee, manage, and fine-tune the AI system in real-time. This readiness demonstrates the industry's embrace of future tech advancements, and we're enthusiastic about leading this evolution for our customers."
黄色。我们的研究表明,北美客户服务专业人士渴望采用人工智能,受试者通过试点项目的成功受到启发。 即使是那些尚未开始AI计划的人也受到动力,以加入这场运动并避免落后。 32.5%的受访者计划在未来实施完全自主的客户服务运营,其中包括AI系统处理100%的客户互动,员工进行升级以在实时监督,管理和微调AI系统。 这种准备表明了该行业对未来技术进步的拥抱,我们对于领导我们的客户的这一进化感到热情。
With 61% of executives foreseeing positive customer responses post-AI implementation, there's evident confidence in AI's ability to enhance customer experiences. Companies currently using AI in customer service display heightened confidence in its integrations, expecting 100% positive customer reactions. The survey strongly indicates that successfully and strategically integrating AI positions companies well for the future amid evolving technology and rising customer expectations.
61%的高管预计,在AI实施后,客户反应将呈现积极趋势,对AI增强客户体验的能力表现出明显信心。目前在客户服务中使用人工智能的公司显示出对其集成的高度自信,预计客户反应将达到100%。调查结果强烈表明,成功和战略性地整合人工智能使公司在不断发展的技术和不断提高的客户期望中处于有利地位。
For deeper insights into the survey results, please download the full report here.
要深入了解调查结果,请在此处下载完整报告。
Methodology
方法
The survey of 200 customer service and customer experience professionals was conducted at Customer Contact Week 2024. Each respondent was asked the same eight questions surrounding AI usage, perspectives, and strategies in their organization, customer sentiment, and forecasts on the future of AI in customer service and contact center operations.
在客户联系周2024年对200名客户服务和客户体验专业人士进行的调查。每个受访者都被问及有关其组织,客户情绪以及其在客户服务和联系中心运营中使用人工智能的使用,观点和策略的八个相同问题。
About Yellow.ai
关于Yellow.ai
Yellow.ai empowers enterprises to create memorable customer conversations through our AI-first customer service automation platform. Our vision is to drive towards the future of fully autonomous customer support that unlocks unparalleled efficiency and significantly reduces operational costs. Headquartered in San Mateo, Yellow.ai serves 1100+ enterprises, including Sony, Domino's, Hyundai, Ferrellgas, Waste Connections, and Randstad, across 85+ countries. Our platform is built on multi-LLM architecture and continuously trained on 16B+ conversations annually, enabling businesses to deliver elevated experiences and build lasting customer relationships. Founded in 2016 with offices across six countries, Yellow.ai has raised over $102 million from blue-chip investors.
Yellow.ai通过我们的以AI为先的客户服务自动化平台,赋予企业创造难忘客户交流的能力。我们的愿景是朝着完全自主的客户支持未来前进,解锁无与伦比的效率,显著降低运营成本。总部位于圣马特奥的Yellow.ai服务于1100多个企业,包括索尼,Domino's,现代,Ferrellgas,Waste Connections和Randstad,覆盖85多个国家。我们的平台建立在多LLm架构上,并每年连续培训16B次对话,使企业能够提供卓越的体验并建立持久的客户关系。成立于2016年,Yellow.ai在六个国家设有办事处,已从蓝筹股投资者那里筹集了超过10200万美元。
Contacts: : Anujaa Singh, PR & Communications,Yellow.ai, [email protected]
联络方式:Anujaa Singh,公共关系和通信,Yellow.ai,[email protected]」
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