60% of contact centers struggle with AI deployments: UJET report
CALIFORNIA, UNITED STATES — A recent report from software company UJET highlights that 60% of artificial intelligence (AI) deployments in contact centers are of low maturity, resulting in limited business value and unresolved customer issues.
The AI Maturity Benchmark Report highlights the challenges organizations face in effectively leveraging AI technology to enhance customer satisfaction and operational efficiency.
Focus on cost management over customer experience
“The majority of contact center AI deployments we see are disproportionately focused on deflection and containment through self-service with cost management and agent efficiency as key business priorities,” stated Vasili Triant, Co-CEO of UJET.
He emphasized that mature AI deployments, which prioritize customer experience and revenue growth, correlate with better business outcomes.
Workforce retention challenges persist
The report underscores ongoing workforce retention issues, with 58% of contact centers experiencing high agent turnover.
Alarmingly, 52% retained less than half of their agents over the past year, exacerbating problems like employee burnout and stress.
Increasing AI investments amid maturity gaps
Despite these challenges, 75% of contact centers are prioritizing AI investments over the next year. However, only 10% have high-maturity AI programs. This gap highlights the need for strategic planning to improve AI maturity and fully leverage its potential.
UJET’s research indicates that high-maturity AI solutions enhance customer interactions by being predictive and personalized, thereby improving both customer and employee experiences. These advanced solutions help address key performance indicators such as first-call resolution and customer satisfaction.
Growth opportunities with high maturity AI
High maturity AI deployments have demonstrated moderate to high improvements in revenue-generating KPIs like upsell rates and customer acquisition costs. Mature companies report more positive experiences with fully automated interactions, indicating a clear path for growth and value creation.
Triant noted the historical perception of contact centers as mere cost centers within organizations. However, he argues that with proper investment and strategic deployment of AI, contact centers can significantly boost revenue, enhance customer loyalty, and reduce operational costs.
The report serves as a roadmap for leaders aiming to assess and improve their AI maturity, providing insights into phased deployments that enhance overall contact center performance. As organizations continue to navigate the complexities of AI integration, the findings highlight both the challenges and opportunities present in modernizing customer experience operations.
