Adoption of artificial intelligence continues to increase in U.S. contact centres. According to Canam Research, 78% of contact centres in the U.S. report plans to deploy artificial intelligence in their contact centre in the next 3 years, with an overwhelming number (97%) of survey respondents planning to use artificial intelligence to support agents as opposed to 7% who plan to use AI to replace some or all of their current call centre staff.
Top uses of artificial intelligence include bots, self-service, and AI for quality management.
These insights stem from a survey sponsored by Bright Pattern, the leading provider of AI-powered omnichannel cloud contact centre software for innovative enterprises. The survey examined the current state of U.S. contact centres’ usage and preferences around artificial intelligence in the contact centres. Bright Pattern surveyed companies of all sizes and industries in the 2020 Contact Center AI Benchmark Trend Report.
Survey Respondents Top Goals for Implementing AI:
- Cost Savings
- Customer Self-Service
- Minimize Customer Wait Time
- Improve CSAT
- Reduce Average Handle Time
- Agent Empowerment/Agent Engagement
- Increase ROI
- Executive Support for AI
“Everyone has been talking about AI for improving the customer experience but few companies know where to start,” said Ted Hunting, Senior Vice President Marketing, Bright Pattern. “We conducted this research to better understand what customers need. It resulted in the creation of our BrightStart Solution Packs for AI which help customers immediately deploy AI in their contact centres.”
Call Center AI Key Findings:
- Most contact centres surveyed are using or plan to use Artificial Intelligence. Although most companies are planning to use AI in the near future, many are unsure how to get started. Only 22% of respondents indicated that they have “no plans to use AI.”
- Bots and self-service are the most common areas of focus for AI with 55% indicating that it is how they plan to use AI in their contact centre. Conversational AI or IVR and Agent Assistance are the next most likely use-cases for AI in the contact centre.
- AI is viewed as a way to reduce costs and improve customer experience, 57% indicated that their goal is to reduce costs with AI and 45% have set the goal of reducing wait times with AI.
- It is still early days for AI in the contact centre. 37% of respondents see AI as costly to implement and 27% believe contact centre AI is not a mature technology. Although there are challenges, companies of all sizes are realizing the need for AI automation for offering better self-service capabilities and improving agent productivity. It’s not a matter of if but a matter of when.
Bright Pattern commissioned third-party research consultancy Canam to conduct an online survey of over 300 U.S. contact centre executives from a total pool of 14 industry categories.