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Talkdesk Report Finds Low AI Adoption Levels for Retail Contact Centers
Customer experience solutions provider Talkdesk recently revealed the findings of a new report, which analyzes the ways business leaders are utilizing tech advancements to meet the new demands of customers.
Talkdesk’s report, “Powering Retail Growth: The Next Generation of Contact Centers”, revealed that despite the wide availability of scalable AI deployment options on the market, only 30% of participating retail contact centers are using the technology to meet current expectations. Although current adoption levels are surprisingly low, more than half of the CX leaders that participated in the report (54%) recognized that this technology is a top priority moving forward.
“CX professionals in retail understand that today’s customers expect highly personalized interactions whenever, and however, they may engage with a brand. They also understand that the AI tools required to meet and exceed those evolving preferences are available, yet most haven’t implemented them at the necessary scale,” said David Gardner, VP of Research & Insights, Talkdesk. “This disconnect shows how critical AI can be as an investment for contact centers. Looking forward, our research indicates that CX leaders must find ways to address customer needs, while mapping out the future of the contact center in a way that leverages AI at scale and still keeps costs in check.”
The recent surge in digital business operations has created intense competition among retailers, which means customer retention is a key element to future business success. With AI integrations, retail contact centers can boost CX performance with tailored customer profiles, self-service functionalities, and around-the-clock availability for convenience. However, businesses that fail to adapt in time risk losing valuable customers to businesses that take full advantage of AI enhancements.
Edited by Maurice Nagle