Results from respondents note critical success
factors including cloud migration, knowledge management,
voice to digital mix, and conversational
intelligence
DENVER, Dec. 19,
2023 /PRNewswire/ -- TTEC Holdings Inc. (NASDAQ:
TTEC), a leading global CX (customer experience) technology and
services innovator for AI-enabled CX with solutions from TTEC
Engage and TTEC Digital, today announced the results of its
inaugural AI Readiness Assessment. The survey findings indicate
that the enthusiasm over generative AI has transitioned to demand
for practical technology and services solutions that can scale from
use cases to full-scale production.
Shelly Swanback, President of TTEC noted, "Post the peak of
the AI hype cycle, businesses have moved to a more practical
mindset. They acknowledge that the shift from pilots to full-scale
deployment will require a cloud-based tech infrastructure, data
preparedness, and process acumen that many currently lack. The
survey results are a reminder of the value in partnering
with CX experts like TTEC to unlock the full potential of
transformational technologies like AI."
Dave Seybold, CEO of TTEC Digital continues, "Working on
the front lines with marquee brands across the globe in partnership
with all the leading CX technology hyperscalers, we are in a unique
position to help guide our clients on their AI-enabled CX
transformation journey. Our holistic approach that includes our AI
Readiness Assessment, AI Workshop, Strategic AI Roadmap,
Deployment, and Continuous Improvement, helps our clients across
the globe deliver the CX outcomes that matter most – increasing
revenue, reducing costs, and building customer loyalty."
Key findings from the assessment include:
Migration to the cloud is table stakes: To unlock the
full benefits of AI in the contact center, businesses must move
their CX technology to the cloud. However, almost half of the study
respondents express concern about their technology platform
readiness. Aaron Schroeder, Director
of AI solutions at TTEC Digital explains, "Without a cloud-based
CCaaS and broader CX technology in the cloud, organizations will
experience latency, sub-optimized computing, elevated costs long
term and a disconnected experience for associates and
customers."
Moving interactions from voice to digital is a priority but
will take time: On average, only 36% of respondents' customer
interactions are currently on digital platforms. They aspire to a
target state that is nearly double. Schroeder continues, "Digital
solutions like chat, self-service and automated chatbots can
instantly solve questions and reduce waiting times but
implementation will take time because they require thoughtful
planning to deliver the desired results."
Knowledge management is harder than it looks: Data fuels
generative AI, however, less than 50% of survey respondents feel
confident about the quality and completeness of their data. "As the
saying goes, garbage in, garbage out. For associates to have the
right answer at their fingertips, content needs to be accurate,
accessible, and well-organized," Schroeder added.
Conversational intelligence requires a strategic plan:
Conversational intelligence enables an organization to analyze and
act on linguistic features like tone, sentiment, and context to
improve the productivity and effectiveness of a contact center.
However, more than 50% of the study respondents are currently
dissatisfied with their ability to bring this higher level of
comprehension to a voice or text interaction through either their
voice-based IVR or AI-enabled virtual assistants. "The ability to
understand customer intent unlocks insight that can be used for
associate training, product improvements, and the overall customer
experience. Organizations that have the systems and processes to
feed the learnings back into their operations at scale have a
distinct competitive advantage," concludes Schroeder.
TTEC surveyed hundreds of CX leaders across industries through
its TTEC AI Readiness Assessment. The survey was designed to help
organizations understand their AI maturity relative to peers and
clarify their goals for implementing AI into their CX. To read
an in-depth analysis of the survey results and uncover key
insights, please visit:
https://ttecdigital.com/resources/state-of-ai-in-the-contact-center-report
About TTEC
TTEC Holdings, Inc. (NASDAQ:TTEC) is a
leading global CX (customer experience) technology and services
innovator for AI-enabled digital CX solutions. The Company delivers
leading CX technology and operational CX orchestration at scale
through its proprietary cloud-based CXaaS (Customer Experience as a
Service) platform. Serving iconic and disruptive brands, TTEC's
outcome-based solutions span the entire enterprise, touch every
virtual interaction channel, and improve each step of the customer
journey. Leveraging next-gen digital and cognitive technology, the
Company's Digital business designs, builds, and operates
omnichannel contact center technology, conversational messaging,
CRM, automation (AI / ML and RPA), and analytics solutions. The
Company's Engage business delivers digital customer engagement,
customer acquisition and growth, content moderation,
fraud prevention, and data annotation solutions.
Founded in 1982, the Company's singular obsession with CX
excellence has earned it leading client NPS scores across the
globe. The Company's 64,400 employees operate on six continents and
bring technology and humanity together to deliver happy customers
and differentiated business results. To learn more visit us at
https://www.ttec.com
Contact:
Marji
Chimes
marji.chimes@ttec.com
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SOURCE TTEC Holdings, Inc.