Contact center agents prioritize AI vs. other work benefits: survey
FLORIDA, UNITED STATES — Around 72% of contact center agents expressed a strong preference for integrating Intelligent Virtual Assistants (IVAs) over other traditional work benefits.
According to the 2024 Agent Experience (AX) and Customer Experience (CX) Benchmark Report by Kore.ai, this preference highlights the significant transformation in workplace priorities, where efficiency and technological support trump traditional compensation structures.
This study, conducted in collaboration with Farrell Insights, surveyed 1,800 participants across various global regions and industries, providing a comprehensive overview of current trends and future directions in contact center technology adoption.
Mutual benefits for agents and consumers
Approximately 71% of agents believe that increasing the use of automated assistants to assess and route customer needs benefits both service providers and consumers.
This mutual advantage is pivotal in driving the adoption of IVAs within contact centers, promising enhanced efficiency and customer satisfaction.
Consumer preferences align with agent insights
On the consumer front, the demand for accuracy and efficiency now surpasses the need for direct human interaction, with 68% of customers valuing AI’s ability to maintain seamless conversations across multiple channels.
This alignment between agent and consumer preferences marks a significant shift towards automated solutions in customer service sectors.
Enhanced job satisfaction through AI education
The research further highlights that agents trained in AI skills report a 92% job satisfaction rate, markedly higher than the 73% satisfaction level among those who have not received similar training.
This statistic emphasizes the value of AI in enhancing job satisfaction and points to the potential for improved engagement and productivity through targeted educational initiatives.
However, the study also revealed that the implementation of AI technologies is still slow, with 62% of agents reporting a scarcity of AI applications in their current setups.
Kore.ai CEO Raj Koneru said that their latest research “shows increased engagement and satisfaction with AI solutions among agents and consumers.”
Koneru added that adopting AI technologies in call centers “not only enhances service quality for customers but also transforms agent roles by streamlining routine tasks and improving work conditions.”
“We aim for this research to guide organizations looking to elevate their service interactions with AI-powered automation,” he stated.
Earlier this year, Kore.ai raised $150 million in funding to accelerate its artificial intelligence (AI) initiatives and broaden its market presence.
