towards more investment for AI in customer service

Spending on AI for customer service has spiked amid the pandemic. In a recent report CX TrendsZendesk reported that 55% of organizations in France plan to increase their budgets in automation, with a view to expanding their capabilities to serve more customers in 2022. However, only 49.5% foresee a clear strategy to undertake this change.

AI to improve customer service for French companies

Investments in the field of artificial intelligence are expected to increase over the next 12 months, according to the Zendesk survey. In its report, the American company placed the current IT budget of the French companies surveyed (48%) between 10% and 24% for AI. This budget should grow by up to 25%, according to 44.5% of respondents.

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While the majority responded positively on the need to invest in AI, half lack a clear vision on how to leverage automation solutions. Nevertheless, 56% of company managers are convinced that this path will have no impact on the number of agents in service.

For Matthias Göhler, CTO EMEA at Zendesk, this confirms that businesses have realized the benefits that AI and automation can bring to teams. It’s about using AI in a way that it delivers the most value to businesses and customers “.

What prospects for AI in customer service?

Zendesk’s study found key points about the business benefits of AI. Respondents say the technology improves workflows to ” route requests to the relevant department, prioritize them and respond to requests (36%), but also to improve staff productivity (31.5%). »

21.5% of respondents attest that the use of algorithms benefits customers, by allowing them to access a more flexible service, available 24/7. At the same time, the AI ​​would be used to verify the identity of the customer and ” recall their interaction history with an agent “, according to 65% of respondents.

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