In the whirlwind of technological advancements, AI's role in customer experience (CX) has been heralded as the next big revolution.
However, a closer look at the actual reality of where we are presents a contrasting picture. Despite the buzz, many sectors, especially contact centers, are grappling with the pace at which AI is being introduced.
This post delves into the real state of AI in CX, based on firsthand insights from industry leaders.
The Real State of AI in Customer Experience:
The industry buzz might lead you to believe that AI integration is widespread and successful across all fronts. Yet, the truth is starkly different.
The CX industry as a whole is not even close to being prepared to fully implement AI. Many businesses do not have a clear starting point or a defined process to integrate AI effectively.
Currently, AI is more about perception than execution. If you're using AI in your contact center, you might assume that it's the industry standard.
Conversely, if you're not using AI, you might feel you're falling behind. This creates a flawed reality based on perception rather than actual adoption.
Social media channels are flooded with AI chatbot companies boasting about their breakthroughs and the transformative outcomes they deliver.
This narrative spreads a mass fear of missing out (FOMO) across the industry, which, in reality, is not ready to take this leap.
Insights from the Front Lines:
This year alone, I have spoken to about 1,500 CX and contact center leaders. These individuals manage IT help desks, inbound support centers, and digital/social CX centers, they are manning the front lines and are not the AI technology salespeople.
Surprisingly, when asked if they have an AI roadmap or have invested in AI tools, only three out of these 1,500 leaders raised their hands.
The rush to adopt AI is overwhelming and, due to the speed at which AI companies are releasing new tools, they are inadvertently leaving many of their main customers behind.
The idea that companies will go "all in on AI" in 2024 is a misconception.
The technology is moving faster than most organizations can handle.
The Economic Aspect of AI Adoption:
As we talk about costs in 2024, it’s clear that early AI adopters will predominantly be massive enterprises with equally massive budgets. For most other businesses, the cost implications are substantial, and the return on investment (ROI) does not yet justify the hefty initial investments required for AI chatbots.
For companies that already have a robust self-service model, like credit unions with effective online banking services, diving into AI might not be necessary or cost-effective.
Addressing Unpopular Truths about AI in CX:
- Most contact centers are not even in the cloud yet, (let that sink in) which is a basic necessity for transitioning to more advanced technologies like AI.
- Numerous companies lack the integration between their data systems and telephony networks.
- Many lack a knowledge management system or do not know where to start in building one.(Huge Issue)
Conclusion:
AI in CX is not transforming customer experiences as rapidly as many believe. The industry is still at an early stage in terms of AI adoption. Businesses need to focus on laying the foundational technology and organizing their approach to AI.
Only by acknowledging and addressing these ground realities can the CX industry truly begin to harness the potential of AI effectively.
As we continue to navigate this landscape, remember: simply starting to organize your approach to AI puts you ahead of the curve in an industry that’s still very much in its infancy with this technology.
We need to ensure no one is left behind as we move toward a more automated future.
-Tom Laird
CEO OttoQa and Expivia