Kapture CX survey reveals growing adoption of AI technologies to enhance customer experience
[Bangalore, India] – [18th Sep 2024] – As customer expectations for personalized, efficient service continue to rise, businesses are increasingly turning to AI to transform their customer experience (CX) strategies. A recent survey conducted by Kapture CX, a leading AI-powered customer experience platform, highlights the growing adoption of AI technologies within contact centers.
According to the survey, 41% of contact center experts ranked AI-powered sentiment analysis as the top CX solution, underscoring its significance in delivering personalized and empathetic customer interactions. By analyzing customer emotions in real-time, businesses can tailor their responses to meet individual needs, fostering stronger customer relationships.
Routing optimization was another popular AI use case, with 25% of respondents recognizing its value in streamlining support processes and reducing response times. AI-driven routing systems intelligently match customers with the most suitable agents, ensuring efficient query resolution.
Self-service chatbots also gained traction, with 15% of survey participants acknowledging their benefits. These AI-powered tools enable businesses to offer 24/7 support, empowering customers to resolve common issues independently and reducing the burden on human agents.
Quality assurance (QA) and automated call summaries were also identified as key AI applications, with 19% of respondents highlighting their importance in optimizing post-resolution processes. AI-powered tools can automatically generate comprehensive summaries of customer interactions, facilitating agent efficiency and enabling businesses to identify areas for improvement.
“The growing adoption of AI in customer experience is driven by the need for personalization and efficiency at scale,” said Sheshgiri Kamath, CEO at Kapture CX. “AI is helping businesses transform their operations, meet rising customer expectations, and deliver exceptional CX.”
Key findings from the Kapture CX survey include:
- Sentiment analysis is the top AI use case for customer service.
- Routing optimization is another popular AI application.
- Self-service chatbots are gaining traction for 24/7 support.
- Quality assurance and automated call summaries are essential for optimizing post-resolution processes.
As AI technologies continue to evolve, businesses are well-positioned to leverage their capabilities to deliver exceptional customer experiences and drive operational efficiency.
About Kapture CX
Kapture is an enterprise-grade AI-powered omnichannel Customer Experience management platform with a deep focus on customer support. Kapture adapts to evolving customer expectations and transforms good customer experiences to great ones. With expertise in five key industry verticals: Retail, BFSI, Travel, Energy, and Consumer durables, Kapture today is helping 1000+ businesses in 16 countries create wonderful customer experiences.
Author
Navneet Kaur
Manager- Marketing
