Contact centers struggle to capture ROI despite increased AI adoption — LiveVox study
While the adoption of Artificial Intelligence (AI) within the contact center industry has increased and helped improve customer experience, only 44% of organizations can see a Return on Investment (ROI) for their efforts.
According to a study conducted by cloud-based customer service provider LiveVox, 43% of call center firms said that the delay in measurable ROI from their AI technology investments is caused by the high cost of implementation.
At the same time, 40% said that they do not have access to necessary customer data, and 38% stated that they lack skilled in-house staff.
LiveVox CEO and Co-founder Louis Summe said, “The adoption of AI within contact centers remains both the largest potential benefit and biggest challenge to delivering an exceptional agent and customer experience.”
He added that contact centers need to partner with tech companies that know the practical application of AI and how to integrate it within their agents’ workflows to accelerate reaching ROI.
