The ROI of AI in the Contact Center

In 2019, Aberdeen surveyed 369 CX leaders across companies of all sizes,  industries, and locations for The CX Executive’s Agenda 2019 study. The findings  revealed that 53% of companies were using one or more of the AI capabilities noted  in the sidebar. In early 2020, this survey was refreshed with The CX Executive’s  Agenda 2020, (March 2020), which surveyed 405 businesses (of all sizes, industries, and locations). This latter study revealed that 68% of companies use AI capabilities  as of 2020 — reflecting a 28% year-over-year (YoY) increase in adoption of AI  capabilities between 2019 and 2020. 

This statistics-packed knowledge brief from Aberdeen highlights the key challenges to address to achieve ROI and details how artificial intelligence (AI) capabilities influence performance results of modern customer experience (CX) programs.