A new benchmark report on AI maturity shows that advanced solutions are more likely to improve customer satisfaction, agent productivity and revenue growth.

SAN FRANCISCO, October 21, 2024–(BUSINESS WIRE)–Sixty percent of artificial intelligence (AI) deployments in contact centers are of low maturity, according to a new benchmark report on AI maturity from UJET, one of the leading providers of AI-powered cloud contact center solutions. The data – which reveals that low-maturity deployments are not driving business value or solving customer problems – provides insight into why many organizations are struggling to achieve results on their AI journey.

“The majority of contact center AI deployments we see are disproportionately focused on diversion and containment through self-service, with cost management and agent efficiency being the top business priorities,” said Vasili Triant, co-CEO of UJET. “This new data shows that more mature AI deployments with a focus on customer experience, revenue growth and business insights are directly correlated with better business outcomes. UJET’s new AI Maturity Benchmark Report helps leaders strategically assess their AI maturity and provides a roadmap for practical, incremental action. AI deployments that deliver better overall contact center performance.

While 75% of contact centers are prioritizing AI investments over the next 12 months, only 10% have high-maturity AI programs in place today. As a result, most contact centers continue to face high agent turnover and labor shortages (42%), employee burnout and stress (39%), fragmented tools and data (31%), long wait times for customers (20%) and more.

More mature AI deployments go beyond autonomous conversational AI and self-service tools, to enable more predictive, proactive and personalized customer interactions, while also improving the employee experience for contact center agents, administrators and supervisors.

UJET’s AI Maturity Scale classified contact centers into five levels, from cost center (simple chatbots and virtual agents) to loyalty center (holistic and results-driven applications of conversational AI and generative in all operations). Other key findings from over 150 contact centers worldwide AI Maturity Benchmark Report: Opportunities and Gaps in Contact Center AI Adoption to show:

• Contact centers struggle to retain staff: 58% of contact centers report a problem with agent turnover. In fact, 52% retained less than half of their agents over the past 12 months. Sixteen percent retained less than 20% of agents.

• AI emerges as the solution to growing challenges: 98% of executives believe that AI will upskill agents, saving them time and avoiding burnout by automating simple and repeatable administrative tasks (48%), providing the best actions to agents ( 45%) and summarizing calls (41%). Additionally, increased investments help contact centers improve key KPIs such as number of interactions per resolution (79%), first call resolution (76%), and customer satisfaction (71%).

• Low-maturity AI misses critical benefits: Although an alarming 13% of contact centers are not implementing AI at all, most active AI deployments are considered low maturity, including leveraging AI in chatbots for self-service (47%), performance and call analytics (39%), and call routing. customer requests (38%). Lack of maturity makes it impossible for 45% of contact centers to know whether they have resolved a customer’s issue at the first point of contact.

• High-maturity AI improves value creation across the organization: High-maturity contact centers experienced moderate to high improvements in key revenue-driving KPIs such as upsell and cross-sell rates (68%), customer acquisition costs (66%), and revenue per interaction (64%). Additionally, mature companies report more positive experiences with 100% AI interactions (59% to 44%).

The story continues

“Perhaps the biggest challenge underlying customer experience transformation and modernization is the long-standing perception of the contact center as a cost center within the C-suite. This report clearly shows that with the right charter and investments, customer experience leaders can drive substantial benefits for the organization, such as increased revenue, increased customer loyalty and reduced operational costs,” Triant added.

Click here to download the full report and learn more about the UJET AI maturity scale.

About UJET

UJET is leading the way in AI contact center innovation, delivering a scalable cloud platform that redefines the customer experience with cutting-edge AI, true multimodality and a business-first approach. mobile. We infuse AI into every aspect of your customer journey and contact center operations, driving automation and efficiency. UJET’s AI solutions empower agents, optimize customer journeys, and transform contact center operations for improved experiences and actionable insights. Built on a cloud-native architecture with a unique CRM-first approach, UJET ensures unparalleled security, scalability, and prioritized data insights (without storing personal information). Designed for effortless use, UJET partners with businesses to deliver exceptional interactions, smarter decision-making, and accelerated growth in an AI-driven world.

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