2022 August Market Study: Modernizing Service Experiences With AI & Digital

This is supposed to be the digital age, but consumers continue to see the traditional phone call as their top support option. AI is supposed to be elevating self-service, but only 15% of consumers trust chatbots to solve their problems. AI is also supposed to be augmenting employee performance, but two-thirds of consumers do not believe agents demonstrate sufficient knowledge or concern during interactions.

These statistics are sobering, but companies will not allow them to become a permanent reality. They are actively pursuing ways to Modernize Service Experiences with AI & Digital.

What strategies are working? What factors are thwarting success? What forecasts do leaders have for AI and digital technology over the next 5-10 years? The product of exclusive research, this market study has the answers.

Topics include:

• A surprising statistic about the state of AI investments
• Insight into how AI will really affect the employee experience
• Predictions for how AI will transform the entire service operation ahead of 2030
• Biggest digital wins and losses over the past few years
• Ways to make customers more confident in AI and digital support options
• Top opportunities for digital channels to a superior service experience