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Eighty-Five Percent of Organizations Want Artificial Intelligence: New Research Report From ICMI and OracleCOLORADO SPRINGS, Colo., Aug. 15, 2017 /PRNewswire/ -- Today the International Customer Management Institute (ICMI) and Oracle released a new research report, Next Generation Service: The Role of AI, IoT and Automation in Contact Center Transformation. The report focuses on cutting-edge technologies that are rapidly infiltrating today's contact centers and how they are changing the customer experience in new and positive ways. With evolving technologies come new expectations, and this research report explores how organizations are adapting to new advancements, including self-service options, artificial intelligence, connected devices and more. To download the research report, please visit: icmi.com/Resources/Research By analyzing survey data from over 300 contact center professionals, the ICMI and Oracle teams uncovered trends that point to the future of the Contact Center. Use of AI and IoT Technologies Increases Customer Service Experience According to the research, within the next 6-12 months, 57 percent of organizations intend to support or offer IoT/connected technologies, a 21 percent increase. In regards to AI, 41 percent of respondents expect their contact centers' use of bots/AI to increase in the next 12-18 months. This change in perception is linked to the benefits of using new technologies. Organizations offering IoT/connected technologies reported a 50 percent increase in customer satisfaction, while 44 percent of organizations offering IoT/connected technologies reported satisfaction remaining the same. "The increased presence of connected devices and artificial intelligence in the contact center is inevitable. Contact centers are wise to look toward the future and make it a priority to adopt new technologies that support these capabilities," said Justin Robbins, group director, content & community, ICMI. "The benefits of adopting these new technologies will be realized from the executive office to the frontline employee to the individual customer and will have a major impact on the entire customer service experience." Contact Centers Slow to Adopt AI and IoT Technologies IoT and connected product data can enable an organization or contact center to completely differntiate themselves in the service experience. There is a major competitive advantage to adopting these new technologies and more than half of the consumers surveyed, 58 percent, own at least one connected device, while only 36 percent of contact centers currently support connected technologies. This lack of adoption parallels other facets of future technologies as 65 percent of contact centers remain reluctant to utilize Artificial Intelligence (AI). Leveraging Data Remains Top Challenge for Contact Centers As contact centers embrace advanced technologies they will have to accurately leverage the information that they collect. Currently, only about half of all contact centers surveyed are leveraging the data from connected devices and 51 percent of contact centers use data from connected sources to empower contact center managers with real-time metrics, KPIs and customer data. Furthermore, 47 percent of contact centers are unable to use data from their connected sources to identify or resolve a detected problem. Other key findings include:
To collect data for this report, ICMI and Oracle surveyed 354 contact center professionals from a variety of business sectors including Communications, Financial, Healthcare, Legal and Retail. Seventy-nine percent of the survey respondents were made up of executives, directors and managers, with the remaining 21 percent filled by supervisors, analysts and consultants. For more information about ICMI, please visit: icmi.com ICMI Social Networks: Oracle Social Networks: About ICMI About Oracle Trademarks
View original content with multimedia:http://www.prnewswire.com/news-releases/eighty-five-percent-of-organizations-want-artificial-intelligence-new-research-report-from-icmi-and-oracle-300504576.html SOURCE International Customer Management Institute (ICMI) |