1、TALKDESK RESEARCH REPORTThe promise (and pitfalls)of self-service automation in customer service5 ways to design virtual agents and chatbots to delight your customers.Foreword 03Methodology 04I.Companies recognize the potential of conversational AI to elevate CX at scale.05II.Conversational AI is fr

2、equently falling short of customer needs.09III.Five actions companies can take to realize the potential of conversational AI in their contact centers.16Wrap-up 21Table of contentsForewordIn light of recent economic headwinds,many companies are anticipating slower growth and responding to increased i

3、nvestor focus on sustainable cost structures by reducing their spend.Faced with the possibility of an extended downturn,customer retention has become even more critical.Meanwhile,customer expectations continue to rise.When it comes to customer service and support,artificial intelligence(AI)and autom

4、ation can be a win-win,reducing cost while enhancing the customer experience.As more companies invest in these technologies,they may be realizing the first win of lowering operational expenses,but far too often,its to the detriment of their customer experience.In this report,based on the results of

5、two surveys and three focus groups,we discuss companies adoption of AI and automation in customer service,consumer perceptions of virtual agents and chatbots,and provide actionable advice for deploying conversational AI to reduce cost and enhance customer experience.3MethodologySurvey 1,entitled 202

6、2 Talkdesk Consumer Insights Survey,was fielded in August 2022 to a sample of 1003 U.S.and U.K.-based consumers with at least one customer service interaction in the previous year.Survey 2,entitled 2022 Talkdesk CX Professional Survey,was fielded in July 2022 to a sample of 301 U.S.and U.K.-based pr