1、SPONSORED BYCUSTOMER CONTACT WEEKDIGITALCUSTOMER CONTACT WEEKDIGITAL2023 MAY MARKET STUDY:GENERATIVE AI&CHATBOTS FOR CUSTOMER CONTACT2023 CCW MARKET STUDY|Generative AI&Chatbots For Customer Contact2CUSTOMER CONTACT WEEKDIGITAL|INTRODUCTION Over the past decade,customer contact leaders have tireless

2、ly discussed the potential impact of artificial intelligence.As they considered use cases related to self-service,customer analytics,agent experience,process automation,knowledge optimization,and workforce management,these leaders questioned whether AI would transform the way brands empower employee

3、s to wow customers.Although some positive results have emerged and some clear disruption has taken place,the impact of AI has not necessarily been transformative.Over the past year,CCW Digital research confirmed sobering results related to AI both inside the contact center and on the frontlines of c

4、ustomer interactions.More than two thirds of companies noted that their agents were still spending too much time on low-value work.Roughly six out of seven customers lack confidence that chatbots can solve their problems.Only a handful of companies,meanwhile,are gleaning the insights they need to de

5、liver frictionless,personalized,predictive,and proactive experiences.Will 2023 be the year in which brands escape this atmosphere of underperformance?Will it finally be the year in which the potential of AI drives dramatic improvements to customer interactions,employee experiences,and business opera

6、tions?The key to an affirmative answer may rest in the power of generative AI.Thrust into the spotlight via the meteoric rise of solutions like ChatGPT,generative AI directly addresses some of the lingering concerns about automated customer engagement.It also offers a potential response to some of t