Avaamo Releases Inaugural State of Contact Center AI report
The report analyzed 2 billion human and automated contact center interactions across 18 countries.
Avaamo, the leading provider of Conversational AI, released the State of Contact Center AI Market 2021, a first-of-its-kind research report analyzing customer interaction data to identify how expectations have changed in a post pandemic world. The report also analyzed how agent interactions vs. automated interactions (using AI) is viewed by users and is transforming traditional contact center KPIs.
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Methodology
Instead of relying on traditional survey-based research and the endemic issues of survey design, selective participation and extreme response bias, this report analysed “actual” interactions rather than survey inputs; diving deep into the customer behavioural data and real time interaction preferences to understand the ongoing CX transformation.
Key findings
Zero Call Waiting (ZCW) matters, AHT does not:
The pandemic has forced us to confront the ultimate reality of contact center metrics. 90% of the customers rate immediate response as important. Customer wait has become the defining factor for CSAT. Wait time of 4 mins results in abandonment rate increasing by 25%.
It’s not the Channel, but the Experience that counts:
Customers’ acceptance of self-service and automation has increased. Customers are frustrated by inconsistent experience across channels. AI automation in multi-channel environment drives 20% increase in CSAT scores.
Customers are embracing AI-in-the-Loop, if it reduces wait time:
67% of customers prefer self-service than speaking to a human agent. The research revealed that Contact Center AI automation increases NPS scores by 25%.
Domain creates Differentiation:
The data reveals that Contact Center AI technology that offer domain-ready AI models and workflows accelerate time-to value. Whether its claims processing, vaccine scheduling or HR onboarding, domain-based Contact Center AI technology delivers 60% reduction in go-live time for automation projects and 23% reduction in live agent transfer.
It doesn’t take a Village to deploy AI:
The study analyzed successful Contact Center AI deployments, from pre-implementation to go live and identified key factors that accelerate time to value. Deploying pre-built AI models reduces implementation time to 6-8 weeks. Pre-built integration to existing contact center infrastructure reduces implementation cost by 20%.
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