CCW Digital：2024通过AI和数字化实现服务体验现代化：市场研究报告（英文版）（58页）.pdf

1、CUSTOMER CONTACT WEEKDIGITALCUSTOMER CONTACT WEEKDIGITALCUSTOMER CONTACT WEEKDIGITALCUSTOMERCONTACT WEEKDIGITALCUSTOMERCONTACT WEEKDIGITALWWW.CUSTOMERCONTACTWEEKDIGITAL.COMModernizing Service Experiences with AI&Digital2024 August Market Study:2024 AUGUST CCW MARKET STUDY|Modernizing Service Experie

2、nces with AI&Digital2CUSTOMER CONTACT WEEKDIGITAL|Modernizing Service Experiences With AI&DigitalOn the one hand,CCW Digitals Annual Consumer Preferences Survey painted a sobering picture of the artificial intelligence(AI)landscape.More than 80%of consumers confirmed their disapproval of todays chat

3、bots,while also highlighting the fear that the rise of AI will coincide with a loss of access to empathetic human support.On the other hand,the survey still provided reason for optimism.Still facing long wait times in traditional media,the majority of consumers are theoretically willing to solve eve

4、n their most complex issues in low-touch digital channels.With proof that the theoretical appetite is there,it is now up to contact center and customer experience leaders to seize the opportunity for transformation.They have to deliver AI and digital engagement opportunities that help customers avoi

5、d the inefficiencies of the“call center”era,without sacrificing the trust and reliability long associated with the traditional human touch.What will it take to achieve this balance?What are the best and worst ways to modernize service experiences in the age of AI and digital?What strategic transform

6、ations will be the key to elevating any technological investment?The product of in-depth marketplace research,CCW Digitals 2024 Market Study on Modernizing Service Experiences With AI&Digital has the answers.2024 AUGUST CCW MARKET STUDY|Modernizing Service Experiences with AI&Digital3CUSTOMER CONTAC