LivePerson：2024客户对话报告-弥合人工智能鸿沟（英文版）（28页）.pdf

1、State of Customer Conversations 2024Bridging the AI GapTable of contents0104The state of customer conversations in 2024Key takeawaysMethodologyAbout LivePersonThe Conversational FlywheelTM0326020503280304Understand0601Assist1603Connect1202Automate21042State of Customer Conversations 2024:Bridging th

2、e AI GapState of Customer Conversations 2024:Bridging the AI GapThe state of customer conversations in 2024AI,particularly conversational AI,isnt a new concept;the first chatbot,ELIZA,was introduced in 1966.But since the explosive launch of ChatGPT,businesses have been racing their competitors to fu

3、lly operationalize AI across the organization.CIOs,leading the charge on digital transformation and consolidation,are tasked with finding opportunities for AI to have lasting impact and ROI.Integrating AI in customer conversations influences more than just the contact center conversation data holds

4、insights that fuel operational improvements and growth across the enterprise.And as more organizations shift from voice-first support to digital customer service,AI has become mission-critical for any enterprise-level consumer-facing business.But our research this year made one thing clear:its not a

5、bout the AI,its about the conversation.In our surveys of consumers and business leaders,we found both sides agree that convenient,accurate,and personalized conversations drive positive customer experiences but there are significant differences in opinion when it comes to using AI to provide them.In

6、fact,only half of consumers said they feel positive about using AI to engage with a business.Nearly a quarter into the 21st century,weve seen digital shifts that at one time could only be imagined in science fiction.Within the past few years,weve seen artificial intelligence(AI)accelerate this shift