A recent Zendesk study has revealed that the majority of CX leaders believe AI will help to completely eliminate customer wait times.
The Future of AI-Powered CX Report is based on findings from a survey of over 1,300 senior CX leaders from across the globe, with 55 percent of UK respondents stating that they believe wait times in Britain could disappear within the next three years.
These findings follow the larger trend within the report of leaders predicting that AI will drastically alter the entire customer experience industry.
Indeed, of those surveyed, 77 percent think traditional CX will give way to radically different industry dynamics, while 86 percent believe CX will be utterly transformed over the next three years.
With generative AI (GenAI) accelerating the capabilities of the tech, leaders foresee it being deployed to streamline operations and address customer support and business challenges.
Specifically, respondents believe that AI agents, such as chatbots, will soon be able to handle “questions of any complexity” (78%). They also anticipate that self-service systems could become fully automated and self-updating, with smooth transitions to human support when needed (79%).
The role that GenAI will play in reshaping the CX sector was discussed by Swami Sivasubramanian, Vice President of Data and Machine Learning at AWS, who commented:
“Looking ahead, customers will build entirely new categories of generative AI-powered applications and experiences with the latest generation of models.
We’ve only begun to tap generative AI’s potential to automate complex processes, augment human expertise, and reshape digital experiences.
Leaders also outlined enhanced customer satisfaction, the availability of 24/7 high-quality support, reduced costs, and increased customer engagement as some of the additional benefits that AI will bring to the sector.
But how will CX teams operate in this new AI-heavy sector?
The New Normal
In discussing how AI will alter existing CX and customer service departments, the Zendesk report envisions “leaner, more efficient teams” with “enhanced strategic decision-making” capabilities and “supercharged competitiveness.”
When it comes to CX leaders, Zendesk advises that in the future they will need to be able to balance complex challenges with awareness of customer and team needs.
A strong understanding of AI capabilities and the ethical implications of technology will be non-negotiable, as it will be vital in helping to ensure that its integration enhances customer experiences while upholding ethical standards.
Proficiency in data analytics will also be essential, as leaders must be able to use big data to accurately predict customer behaviors and market trends. Leaders will be responsible for leveraging data to drive strategic initiatives and applying insights to improve business decisions and customer interactions.
The report also provided guidance to human agents on how best to adapt to working with AI in their daily tasks over the next three years and beyond.
As AI takes on more routine requests, human agents will be expected to develop specialized expertise, expanding their roles to include service, sales, and support functions.
They will also need to enhance their soft skills, so they are well positioned to handle queries where AI may still struggle, such as situations that require empathy.
Commenting on the findings of the report, Eric Jorgensen, Vice President of EMEA at Zendesk, provided insights on what he views as the transformative capacity of AI in the CX space:
AI is the next big frontier across the industry. But in contrast to previous disruptive forces, it has the means to bring a positive impact, evidenced by the fact that leaders feel it has the potential to eliminate wait times in only the next three years.
“Once we tackle and overcome considerations around acceptance, regulation and security, AI will bring a great transformation to our industry. But it must be approached in a thoughtful and responsible way to truly improve experiences for CX teams and their customers.”
More News from Zendesk
Announced earlier this month, Zendesk has expanded its partnership with Meta to introduce Relay, a new outbound customer messaging app available through the Zendesk Marketplace.
Relay enables proactive messaging for WhatsApp and SMS, allowing businesses to connect with customers on a large scale while managing all interactions within Zendesk.
By using dynamic content and audience data, the app helps companies deliver personalized messages tailored to specific customer segments, enhancing customer engagement and improving the overall customer experience.
Elsewhere, earlier this summer Zendesk released a new venture arm to invest in early-stage AI startups, aiming to stay current with AI advancements and leverage the technology’s transformative potential.
Through Zendesk Ventures, the company seeks to enhance its AI knowledge, expand its app marketplace, support AI industry growth, and explore acquisition opportunities.
CEO Tom Eggemeier announced plans to invest “tens of millions of dollars” into this initiative, which will focus on seed and Series A funding rounds.
Zendesk is particularly interested in startups specializing in customer service, with AI integration and an annual recurring revenue (ARR) under $50 million.
