全文可编辑-全球联络中心使用人工智能AI情况分析报告-外文版培训课件2024.10,temu.ppt

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INDUSTRIESMARKETS

AIuseatcontactcentersworldwidTableofContents

01Overview

CustomerexperiencestruggleswithAIimplementation2024ImplementationofAIforenhancingcustomerexperiencein2024PositiveimpactsofAIusageoncustomerservicemetricsworldwide2023ActivitiesconsumerstrustAIwith2024

02Uses

UsesofAIatcontactcentersworldwide2024

Currentusesofanalyticsapplicationsatcontactcentersworldwide2024GenAIuseatcontactcentersworldwide2024

AIusageincustomerserviceteamsworldwide2023,byindustry

UsesofAIworkspacemonitoringatcontactcentersNorthAmerica2023FrequencyofAIworkspacemonitoringusesatcontactcentersU.S.2023

03Impact

ImpactofGenAIuseatcontactcentersworldwide2024

ImpactofAIoncustomerinfoexperienceatcontactcentersU.S.2023ImpactofAIonworkspacemonitoringatcontactcentersU.S.2023ImpactofAIontrainingatcontactcentersU.S.2023

ImpactofAIonfeedbackatcontactcentersU.S.203

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04Challengesandoutlook

Customerfrustrationswithvirtualagentchannelsatcontactcentersworldwide2024UsesofAIincontactcentersinnexttwoyearsworldwide2024

PotentialAIgeneratedimprovementsatcontactcenters2024

ChallengestocustomercareGenAIinvestmentU.S.2024

PlannedGenAIinvestmentareasincustomercareU.S.2024

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CHAPTER01

OvervieMainchallengesencounteredinimplementingAIforcustomerexperienceusesin2024

CustomerexperiencestruggleswithAIimplementation202Shareofrespondents

0%5%10%15%20%25%30%35%40%45%50%

NeedforspecializedknowledgeinAI

Lackofexpertise

45.2%

42.86%

EffectiveintegrationofAIwithexistingsystems

33.77%

Organizationsresistancetochanges

23.38%

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Description:Asurveyconductedworldwidein2024pointsoutthegreatestchallengesforcompanieswhenadoptingtheuseofartificialintelligence(AI)incustomerexperi