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60% of Contact Center AI Deployments Are Low Maturity: UJET Research

UJET

Sixty percent of artificial intelligence (AI) deployments in the contact center are low maturity, according to a new AI Maturity Benchmark Report by UJET, a leading provider of AI-powered cloud contact center solutions. The data – which found low maturity deployments do not drive business value or solve customers’ problems – provides insight into why many organizations struggle to unlock results in their AI journeys.

“The majority of contact center AI deployments we see are disproportionately focused on deflection and containment through self-service with cost management and agent efficiency as key business priorities,” said Vasili Triant, Co-CEO of UJET. “This new data shows that more mature AI deployments emphasizing customer experience, revenue growth, and business insights correlate directly to better business outcomes. UJET’s new AI Maturity Benchmark Report helps leaders to strategically assess their AI maturity, and provides a roadmap for practical, phased AI deployments that deliver better overall contact center performance.”

While 75% of contact centers are prioritizing AI investments over the next 12 months, only 10% have high maturity AI programs in place today. As a result, most contact centers continue to struggle with high agent turnover and workforce shortages (42%), employee burnout and stress (39%), fragmented tools and data (31%), long customer wait times (20%), and more.

Higher maturity AI deployments move beyond stand-alone conversational AI and self-service tools, to power more predictive, proactive, and personalized customer interactions, while also improving the employee experience for contact center agents, admins, and supervisors.

UJET’s AI Maturity Scale classified contact centers within five levels, from cost center (simple chatbots and virtual agents) up to loyalty center (holistic, outcome-based applications of conversational and generative AI across operations). Other key findings from over 150 contact centers in the AI Maturity Benchmark Report: Opportunities & Gaps in Contact Center AI Adoption show:

“Perhaps the single greatest underlying challenge to transforming and modernizing CX has been the longstanding perception of the contact center as a cost center within the C-suite. This report clearly shows that with the proper charter and investment, CX leaders can drive substantial benefits to the organization, such as increased revenue, enhanced customer loyalty, and reduced operational costs,” Triant added.

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