Sprinklr：2024 AI赋能联络中心：客户体验优化与运营效率提升报告（英文版）（21页）.pdf

1、CONTACT CENTER PLAYBOOK:The Era of AI-first ExperiencesTABLE OF CONTENTS0102030405060703050811141618AI-first:The New Baseline of Superior Customer Experiences(CX)What Customers Want Self-Service or Nothing What Agents Need Efficiency and Growth Fueled by AI What Leaders Seek Adding Intelligence to E

2、very Interaction The Journey from AI Apprehension to Acceptance Be an AI-first Contact Center with SprinklrEnabling AI-powered Experiences for Leading Brands 2024 Sprinklr,Inc.All rights reserved.3WWW.SPRINKLR.COMAI-first:The New Baseline of Superior Customer Experiences(CX)The transformative power

3、of AI and Generative AI(Gen AI)in customer experience(CX)is undeniable.Nearly 80%of contact center leaders are willing to bet on this technological innovation by adopting or working towards its adoption in the near future according to a recent McKinsey study.Why?For one,constant innovation has alway

4、s proven effective in gaining a competitive edge to win over your customers and their ever-evolving needs.The move from on-premise to cloud-based contact centers,from voice-only to digital channels,from IVRs to chatbots,contact center technology has constantly evolved to better cater to the needs of

5、 the customers.2024 Sprinklr,Inc.All rights reserved.4WWW.SPRINKLR.COMTwo,Generative AI embedded automation to improve customer experiences has seen significant wins among the early adopters.1Early results of research conducted by Stanford University and Massachusetts Institute of Technology on over

6、 5000 agents globally showed an average increase in agent productivity by 14%,improved NPS in AI-assisted interactions and monthly agent attrition drop by 9%.On similar lines,contact center analytics has become easier and more insightful to drive meaningful experiences.So far so good for AI,right?Pl