Generative AI crucial for CX, but costs exceed expectations: CallMiner survey

MASSACHUSETTS, UNITED STATES — A recent survey conducted by CallMiner in partnership with Vanson Bourne highlights the pivotal role of generative artificial intelligence (AI) in improving customer experience (CX).
The survey, which included 700 leaders from financial services, healthcare, retail, and technology sectors, found that 87% of global CX leaders consider AI essential for their teams, while 91% believe it will optimize CX strategies.
Financial challenges of AI adoption
Despite the enthusiasm for AI, the financial realities of its implementation are proving challenging. The report revealed that 63% of CX leaders found the costs of implementing AI higher than anticipated.
These costs include maintaining AI systems (42%) and training team members (40%). As organizations strive to leverage AI’s potential, managing these financial burdens becomes crucial.
Strategic approaches to AI implementation
Over the past two years, organizations have become more strategic about AI implementation. Initially, many adopted AI without fully considering security and cost implications. Now, with improved education, organizations are focusing on how AI can drive business value.
However, challenges remain, with 27% of respondents unsure how to measure AI’s return on investment (ROI) and 37% struggling to identify the best AI technology for their needs.
AI as an employee empowerment tool
The report underscores a shift in how organizations view AI’s role in the workplace. Rather than replacing human agents, 90% of organizations believe AI will unlock employee potential.
By automating repetitive tasks, AI enables employees to focus on more complex challenges, enhancing productivity and CX.
Evolution of data collection and customer feedback
As organizations engage with customers across more channels, the volume of customer data has surged. The report noted a shift from solicited to unsolicited feedback, with 64% of respondents still relying primarily on solicited data, down from previous years.
This change reflects a growing recognition of the value of unsolicited feedback in providing a comprehensive view of CX efforts. Additionally, 60% of organizations now use automated processes to analyze this data, up from 55% last year.
CallMiner’s report concluded that while generative AI is seen as a key driver of CX improvement, the associated costs and challenges cannot be overlooked. Organizations must balance AI’s promise with practical strategies to fully capitalize on its potential.