Why is your organization currently not utilizing AI in your contact center?

Architecture Strategy

We are currently using AI in our contact center18%

Our data is not easily/fully accessible between departments41%

We use conversational AI for web chats, but not for telephony22%

We just can't justify the investment15%

Other (please comment)1%

733 PARTICIPANTS

4.6k views1 Upvote1 Comment

Sort by:

Chief Technology Officer in Healthcare and Biotech25 days ago

4 1/2 years ago we "outsourced" our level1 support to conversational AI and later upgraded it to GenAI. We went down from 42 min. wait to less than 1 min. Abandon rate from 27.5% to virtually none and the cost is 35% down. If interested in detailed, send me a note and I'll share the how, who, what, etc.

Content you might like

Which pitfalls—model bias, false positives/negatives, data quality, regulatory constraints—often impede AI-based security tools, and how can they be mitigated in a financial-services context?

Are you currently tracking AI spend as its own ITFM cost category?

Yes 42%

Not yet — currently working on this 49%

No9%

View Results

In your bank, what solution do you use to generate a customer's monthly statement? Is it the same solution for both printed and electronic version of the statement?

A recent research from ASUG (American SAP User Group) and Pillir showed that 91% of enterprises are using custom code with up to 50% of their core/essential business processes currently running using custom code that interfaces with SAP. If you look at your company's yearly budget spent on maintaining your MOST valuable custom business processes, what percentage of the IT budget is allocated to maintaining those custom apps (Please consider all costs like development, maintenance, support packs, enhancement, upgrades etc.)

0%7%

1-10%36%

11-25%30%

25-40%17%

40-50%5%

More than 50%1%