79% of CX managers plan to increase their investment in AI and contact center automation

Talkdesk®, a global leader in cloud contact centers for customer-obsessed businesses, has released its latest Talkdesk Research™ report, The Future of AI 2022: Progressing AI Maturity in the Contact Center.

The results indicate that despite the consensus (85%) around the value of artificial intelligence (AI), companies are protecting their approach by continuing to invest, but holding back deeper deployments in the short term due to the challenges of organizational alignment, security and gaps. in talent.

As customer service expectations rise across all types of industries – from retail and consumer goods, to financial services and insurance, to healthcare – rapidly changing organizations gain a competitive advantage by using AI and automation to provide better service and increase productivity.

To reap the benefits and avoid being left behind, 79% of customer experience (CX) professionals say their company plans to increase investment in the coming year. Fifty-two percent agree that without AI and automation, customer satisfaction will decline; 48% expect contact center team productivity to decline. Yet the use of AI and automation in contact centers has declined; for example, their self-service usage has gone from 69% in 2021 to 60% today.

Implementing new technologies is always uncharted territory for businesses and AI is no different. The old rush for AI initiatives seems to have met the reality of the challenges businesses face, primarily around these key areas:

Misalignment with AI business goals

Customer experience professionals report having less confidence in their own understanding of AI. The percentage of those who report feeling moderately to extremely familiar with AI in the contact center has risen to 87% from 93% a year ago. Similarly, the number of respondents characterizing their organization’s application of AI technology as more advanced fell to 35%. Resistance to change within their organizations and lack of strategic vision were frequently cited obstacles.

Security risks and IT challenges

Eighty percent believe AI will improve identity and authentication security over the next two years. Almost as many (75%) also agree that AI technology will allow customer data to be more secure than with a live agent. The belief that AI will improve security seems to contradict findings that security is a major barrier to deploying AI; however, half of respondents attribute security issues to limitations in existing contact center infrastructure.

Lack of internal AI expertise

Another common barrier to advanced AI implementation is the lack of AI professionals who can build, train, and maintain AI solutions. New technologies, such as human-in-the-loop tools, can help democratize the use of AI in the contact center, allowing agents to easily train and maintain AI models without having to need specialized programming skills. According to the survey, 15% of companies are already taking advantage of these emerging tools.

“As contact centers continue to evolve from cost centers to growth centers, the immaturity of AI can negatively impact not only the most important contact center KPIs, such as satisfaction customer and productivity, but also on broader business goals related to revenue and customer lifetime value,” said Ben Rigby, senior vice president of Talkdesk and global head of product and engineering, AI, Automation and Workforce. “Working closely with a CX technology partner who has deep AI expertise can enable organizations to overcome deployment hurdles and realize their AI ambitions.”

Download the report, The Future of AI 2022: Progressing AI Maturity in the Contact Centerto view all results and get tips on removing common barriers to implementation.


Talkdesk Research’s online quantitative survey was conducted in April 2022 across five global markets, including the United States, Canada, France, Germany and the United Kingdom. The surveys were supplemented by 500 qualitative interviews with customer experience professionals employed by organizations with more than 100 full-time employees, covering all major industries, including healthcare, financial services and insurance , retail and e-commerce. CX professionals include leadership and management of customer service, customer experience, CX operations, IT, and contact center agents.

About Talkdesk

Talkdesk® is a global leader in cloud contact centers for customer-centric businesses. Our automation-driven customer experience solutions optimize our customers’ most critical customer service processes. Our speed of innovation, vertical expertise and global footprint reflect our commitment to ensuring businesses can deliver better experiences in any industry and through any channel, resulting in greater customer satisfaction. customers and accelerated business results.

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