Forrester Study Outlines Positive Economic Impacts of CX Investment

A recent study released by Forrester (News - Alert) Total Economic Impact revealed that [24]7.ai ‘s Engagement Cloud provided strong economic gains for businesses utilizing the software. 

[24]7.ai is a artificial intelligence provider that specifically focuses on conversational programming for customer support.  The company’s main platform, Engagement Cloud, gives businesses the ability to create and mamangel bots across digital and voice channels. The study conducted by Forrester discovered that Engagement Cloud helped businesses significantly reduce operating costs through automation, quicker diagnostics, and optimized customer service.

"We believe the TEI study demonstrates that Engagement Cloud is a game changing platform that delivers significant financial results," commented Lisa Matherly, VP of Marketing for [24]7.ai. "We not only provide a solution for businesses to rapidly roll out service and sales automation and processes, but also a platform for system integrators to build CX practices that deliver value to multiple clients."

Forrester’s analysts concluded that enterprises that implemented a customer experience platform are likely to experience a large ROI in as little as six months. Researchers also found that some businesses experienced a 200% ROI after three years, with some resulting in an even higher percentage. Customer service satisfaction was found to be higher due to work orders being completed faster. And AI also helps businesses save millions of dollars a year through automated work processes, which would normally require a large workforce.

The results of this study prove yet again that AI and automation are transforming the business world for the better. As call center programming becomes more advanced and easier to integrate, companies will continue to reap even more benefits through cheaper operations and increased customer satisfaction.

Edited by Maurice Nagle