AI Research

Artificial Intelligence for CX

This survey assesses the use of various aspects of AI in support of Customer Experience initiatives. There is a particular focus on Advanced AI. The survey should take about 3 to 5 minutes to complete, and we will gladly share the results when our analysis is done.
Definitions

"Advanced AI" refers to artificial intelligence systems that exhibit highly sophisticated capabilities, significantly beyond basic or earlier AI technologies. These systems often include features like deep learning, natural language processing, advanced problem-solving, and the ability to learn and adapt over time. Advanced AI can handle complex tasks, make predictions, and sometimes make decisions with minimal human intervention. This level of AI represents a notable leap in technology compared to more primitive forms, such as rule-based systems or simple machine learning models, and is often at the forefront of AI research and application. ChatGPT 4 (1/18/2024)

To what degree is your organization currently using various forms of AI (including today's advanced AI and earlier forms of AI) for Customer Experience programs?

Rows	Not at all	Just getting started	Moderately	It's a big part of our strategy already
AI for data analysis, insights (e.g., sentiment analysis, root cause analysis)
AI for predictive analytics (e.g., churn prediction, risk assessment, new products or features)
AI for automation and operational efficiency (e.g., chatbots, virtual assistants, process automation)
AI for coaching, training, and education (e.g., for customers or employee engagement)
AI for content development
AI for personalization (e.g., recommendations, customized interactions)

In general, how much are you currently using Advanced AI for your CX programs?

Not at all and there is no plan to within the next 12 monthsNot at all but we do plan to within the next 12 monthsJust getting startedModeratelyA lot - It is a big part of our strategy already
What tangible benefits are you CURRENTLY REALIZING from the use of Advanced AI for your CX programs? Check all that apply.

Better customer engagementBetter employee engagementImproved customer insightsImproved time to resolution of issuesNew upsell and/or cross-sell opportunitiesReduction in costsIt's too early to say
What tangible benefits are you ANTICIPATING in the future from the use of Advanced AI for your CX programs? Check all that apply.

Better customer engagementBetter employee engagementImproved customer insightsImproved time to resolution of issuesNew upsell and/or cross-sell opportunitiesReduction in costs
In your own words, what are the 1-2 biggest challenges you are facing as you work on Advanced AI deployment for your CX programs. 1 to 2 sentences please.
What are the top three things that worry you most about deploying Advanced AI? Please select up to 3 from the following options.

Getting inaccurate or incomplete answersEthical issuesLack of scalabilityLack of transparencyData privacy issuesLack of integration with existing systemsIt's too difficult to properly managePotential biasesThe need to eliminate or redefine jobsOther
What governance framework is in place to oversee your deployment of Advanced AI in CX programs?

It is managed centrally for the whole companyWe have our own CX AI center of excellence or program officeIt's managed on a project-to-project basisNo governance yet - it's all grass rootsOther
What strategies are you employing to discover new use cases for deploying Advanced AI to support your CX programs? Check all that apply.

It’s completely unstructuredTeams are encouraged to experimentProjects are identified and prioritized in a coordinated wayTeams are encouraged to compete on solutions to specific use casesWe look at what our competitors are doing and that sets our prioritiesOther
Estimate the percentage of unauthorized or unknown Advanced AI activities relative to the total amount of Advanced AI activity in CX at your company.
How are you developing the skills needed to utilize Advanced AI for your CX programs? Check all that apply.

Figuring it out on our ownHiring experts/consultantsCollaborating with other companiesFormal training programsOther
What are your plans for the use of Advanced AI for your CX programs as you head into 2024?

We will proceed slowly and cautiouslyWe're going to move fast and break thingsWe're waiting for top-down guidanceI have no idea
For your overall 2024 investment in all forms of AI for CX, which are your top priority applications? Select up to 3 options.

Data analysis, insights (e.g., sentiment analysis, root cause analysis)Predictive analytics (e.g., churn prediction, risk assessment, new products or features)Automation (e.g., chatbots, virtual assistants, process automation)Coaching, training, and education (e.g., for customers or employee engagement)Content developmentPersonalization (e.g., recommendations, customized interactions)Other
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Artificial Intelligence for CX

Definitions

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