NEWS
8x8 Report Highlights Conversational AI as the Future of Contact Centres
8x8 unveiled insights from its 2023 State of Conversational AI in the Contact Center report, underscoring the significance of conversational artificial intelligence (AI) in the contact centre’s future. Key findings from the survey of over 300 IT and contact centre business leaders indicate that conversational AI is poised to play a pivotal role in contact centre operations. An impressive 80% believe these capabilities will be indispensable in the near future, while 41% assert that companies not adopting these technologies will lag behind.
revolutionise business communications, and 72% foreseeing increased company profitability and revenue coupled with lower risks.
l Automation Enhancing Customer Experience: Contact centre and IT
leaders are increasingly relying on AI and automation to address challenges like rising support volume, staffing issues, and cost-efficiency. l Human-AI Synergy: Organisations are employing conversational AI to improve customer service (62%), streamline internal workflows (42%), enhance customer satisfaction (36%), and reduce customer wait times. l Trust Remains a Challenge for Generative AI: Although nearly one- third of organisations are currently using generative AI in the contact centre, trust remains a challenge. The report findings align with Metrigy’s research, which indicates that investing in AI for customer engagement yields substantial benefits, including increased revenue, agent efficiency, customer ratings, and reduced operational costs. Hunter Middleton, Chief Product Officer at 8x8, emphasised the company’s commitment to delivering AI-driven tools and resources to aid organisations in their digital transformation and business success endeavours.
Hunter Middleton Chief Product Officer
8x8.com
The report highlights key takeaways: Prioritising Contact Center Automation: Nearly all organisations (99%) plan to allocate more resources to their contact centre operations over the next year, with a major focus on adopting or expanding automation. l Conversational AI Boosting Productivity and Profitability: Respondents have high expectations for conversational AI and chatbots, with 87% believing they enhance productivity, 76% indicating they
“AI Anxiety” Emerges Among UK Employees as Survey Reveals Mixed Views on AI in the Workplace
The annual State of Hybrid Work Report by Owl Labs has exposed a growing “AI anxiety” among UK workers as artificial
intelligence gains prominence in tech firms. While 32% of employees believe AI will enhance job efficiency, 22% see it as an opportunity for job creation. However, 17% fear job loss due to AI. There’s also a generational gap in AI perception, with Gen Z holding more optimism but also more anxiety. The report underscores the need for clear communication about AI implementation. Additionally, it highlights the tech expectations of UK workers, with many desiring improved video conferencing tools and mixed reality devices at work.
owllabs.co.uk
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