电信管理论坛（TMF）：2023反竞争情报报告-利用人工智能改善客户体验（英文版）（37页）.pdf

1、REPORTAuthor:Sponsored by:Teresa Cottam,Contributing AnalystDawn Bushaus,Contributing Editorcounterusing AI to improve customer experienceintelligencecontentssection 2:limitations and challenges of chatbots and other AIsection 1:the evolution of chatbots and other AI in CXthe big pictureadditional f

2、eatures&resources 09050327section 4:using AI in customer supportsection 3:using AI to improve customer and employee experience141218section 5:using AI to support process improvement2inform.tmforum.orgsection 6:what makes AI projects successful?21section 8:make it happen strategies for successful AI-

3、empowered CXsection 7:whats next for AI in CX?2523the big pictureBut while theres huge hope that AI can transform the way companies support and interact with customers,there is a danger that it is being over-hyped.Communications service providers(CSPs)also need to be aware of possible pitfalls as th

4、ey deploy AI in customer service and to support customer experience(CX).From promises of automated AI-empowered experiences,to fears about Skynet-like apocalypses,the(soon-to-be AI-generated)news is jammed with stories about AIs capabilities and how the technology will transform business.Fear of mis

5、sing out has resulted in a wide range of companies pouring millions into AI-enabled projects many of which have not delivered against expectations.Indeed,success rates for such projects could be staggeringly low.Back in 2018,Gartner made a widely reported prediction that 85%of AI projects would fail

6、 due to over-hyping,poor scoping and data issues.The research firm further forecast that only 54%of projects would make the transition from prototype to production-ready application.Nevertheless,AI adoption has more than doubled in the past five years,and investment and interest in AI projects is co