So check this out, there’s this company that’s doing some big things in the customer experience game. They just released the results of their AI Readiness Assessment and it’s pretty interesting. They found that businesses are moving away from just being hype about AI and actually want practical technology and services that can scale up from small tests to full-scale production.
The president of this mystery company, let’s call her Shelly, said that businesses are realizing they need some serious cloud-based tech infrastructure, data prep, and process smarts to make this AI stuff work. She mentioned that partnering with experts in customer experience, like this company, could really maximize the potential of AI. Smart move, Shelly.
Now the CEO of the Digital side of things, let’s call him Dave, mentioned that this company is in a unique position to help clients make the most out of their AI transformation journey. They’ve got a whole approach, including an AI Readiness Assessment, AI Workshop, Strategic AI Roadmap, Deployment, and Continuous Improvement, to help clients around the world boost revenue, cut costs, and keep customers coming back for more.
Now here’s the juicy stuff from the assessment:
Moving everything to the cloud is a must: Almost half of businesses are worried that their tech isn’t ready for the cloud. One guy, let’s call him Aaron, said that without cloud-based tech, companies can expect slow speeds, high costs, and a disconnected experience. Yikes.
Going digital is important but it’s gonna take time: Only about a third of customer interactions are digital, but businesses want that number to almost double. Aaron mentioned that digital solutions like chat and automated chatbots are awesome, but setting them up takes some planning.
Knowledge management is no joke: Less than half of companies feel confident in the quality and completeness of their data. Aaron mentioned that to have the right answer, content needs to be accurate and organized. Garbage in, garbage out, as they say.
Conversational intelligence needs a game plan: More than half of businesses are not happy with their ability to understand customer intent. Aaron said that understanding the customer unlocks tons of insight that gives companies a competitive edge.
This mystery company surveyed a bunch of CX leaders and found that the AI game is changing. If you wanna dive deeper into the survey results, you can check it out right here.