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A new study by Qualtrics claims that three-quarters (75%) of company leaders are feeling pressure to incorporate generic AI into their business strategy.
The software provider believes that generative AI can play a key role in helping organizations understand the enormity of the customer-related data they handle, as well as the benefits associated with breaking down and analyzing the data.
Whether or not companies decide to invest heavily in artificial intelligence, one thing is certain. Most customer experience leaders believe their teams will increase in size over the next 12 months, meaning jobs are unlikely to be at risk as a result of AI.
Generative AI in Customer Experience
It’s clear that the Qualtrics study sees generative AI as a time-saving assistant that allows humans to better focus on providing better experiences for their customers. Alain Loeschel, the company’s director of AI product management, said:
“Incorporating AI allows customer experience teams to reduce workload and focus on the issues humans are made for, without sacrificing the insights that drive future improvements and innovations.”
In other words, generative AI can work quietly behind the scenes and process data that would otherwise be time-consuming for human workers, enabling them to improve satisfaction scores by providing quicker and more applicable results.
Along with the obvious productivity benefits, many of the study’s 800 respondents in the customer experience sector from Australia, Brazil, Germany, Japan, Mexico, the UK and the US expect generative AI tools and AI writer Correcting inefficient processes will help them reduce workload and thus reduce fatigue.
Going forward, nearly two-thirds of the leaders questioned expect their companies to increase their financial investment in technology tools and training for their customer experience teams over the course of the next year.
