Where Does AI Rank Among Today’s CX, Ops, and IT Leaders?

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AI adoption is surging in contact centers, mapping unmatched avenues for enhanced efficiency, informed decisions, and a competitive edge. Yet, this swift AI progression introduces dilemmas for executives, encompassing technological pace, security implications, and organizational hesitations.

In Q3 of 2023 LiveVox embarked on a thorough research survey of hundreds of contact center leaders to guide IT and Operations heads through these intricacies, with the goal of empowering them to fully leverage AI’s capabilities for modern customer engagement.

Dive into the survey to unravel the intricacies of AI deployment. The survey covers:

  • Common obstacles leaders encounter and their solutions
  • Strategies to ensure your organization remains AI-ready
  • The evolving dynamics of IT and Ops leadership in the AI landscape.

About the survey

AI in the Contact Center: Exploring Leadership’s Perceptions of AI Suitability and Adoption” provides insights into the growing adoption of Artificial Intelligence (AI) in contact centers and leadership perspectives on its utility. We’ve summarized the key findings below as well as shared some additional insights visible in the data. 

Executive summary

AI’s adoption in contact centers is on the rise, but its success is intertwined with building customer trust and ensuring leadership confidence. While there’s general optimism about AI’s potential, certain roles within contact centers display varying degrees of confidence based on the complexity and nature of their tasks. As AI continues to make strides in the customer service sector, its integration and acceptance will largely depend on addressing the concerns of both customers and all levels of leadership.

AI's adoption in contact centers is on the rise

Key takeaways

  • AI’s Importance: AI adoption in contact centers aims to enhance customer satisfaction and streamline operations. The success of AI depends on building customer trust and ensuring leadership’s confidence in these tools.
  • Survey demographics: In Q3 2023, LiveVox surveyed 316 contact center and IT professionals across various decision-making levels. A majority of them were from the business side (62%) and IT (38%).
  • Building customer trust
  1.  Trust in AI tools: Trust is critical for the success of AI in customer service. It’s vital for enhancing efficiency, growing businesses, and facilitating complex customer interactions.
  2.  Key factors for trust: Survey results indicate the importance of providing human assistance during AI interactions (74%), ensuring accurate AI responses (67%), clarity when customers are engaging with AI (53%), customer feedback (41%), and data privacy (41%).
  • Leadership confidence in AI:
  1. General AI perception: While leadership recognizes the potential of virtual agents in enhancing customer service, 92% express varying degrees of confidence, from “slightly” to “moderately” confident about AI’s full potential.
  2. Confidence by role: Vice Presidents display the most confidence in AI, with Directors and Managers showing cautious optimism. Non-managers, being less involved in AI decision-making, show the greatest skepticism.
  • Function-specific confidence:

About 58% of participants have confidence in AI’s ability to understand and parse speech and text for auto-summary functionality. However, confidence varies based on the complexity of the contact center role. For instance, confidence is high in transactional roles like Collections/Accounts Receivables but lower in complex roles like Technical Support.

  • Sentiment analysis: 74% of respondents have slight to moderate confidence in AI’s sentiment analysis capabilities, with only 13% being opposed to this technology.

More AI survey findings

There’s a relationship between perceptions about AI implementation difficulty and decision-making level

There appears to be a distinct relationship between perceptions about the difficulty of AI implementation and an individual’s decision-making level within an organization. Leaders at higher decision-making tiers, such as Vice Presidents, often exude greater confidence in the integration and potential of AI technologies, likely stemming from their strategic vantage point and broader understanding of organizational goals. 

There’s a relationship between perceptions about AI implementation difficulty and decision-making level

Conversely, those at mid-tier or operational levels, including Managers and Directors, express cautious optimism, recognizing both the benefits and challenges of AI implementation. This varying degree of confidence and perception is indicative of the diverse responsibilities and perspectives each decision-making level brings to the table when it comes to AI adoption and its integration into existing systems and workflows.

Leaders are unclear how best to implement AI to set their organizations up for long term growth

It’s evident that while the potential of AI in driving organizational growth is recognized, there’s a prevailing uncertainty among leaders on the most effective strategies for its implementation. 

the potential of AI in driving organizational growth

This ambiguity isn’t just about the technical integration of AI, but also about aligning AI capabilities with long-term business objectives and customer needs. The crux of the matter lies in determining how to seamlessly incorporate AI technologies in a way that not only optimizes current operations but also paves the way for sustainable growth in the future. 

This challenge underscores the need for comprehensive research, strategic planning, and perhaps most importantly, continuous education and training for leaders to fully grasp and leverage the transformative power of AI for their contact centers.

Integrations and unified data are top of mind for leaders

AI technologies thrive on comprehensive and streamlined data infrastructures. Leaders are keenly aware that for AI to deliver its full potential — be it in predictive analytics, automation, or decision support — it requires a seamless integration of systems and a unified data set. 

AI technologies thrive on comprehensive and streamlined data infrastructures

This cohesive environment ensures that AI algorithms can access and analyze data efficiently, producing reliable and actionable insights. The emphasis on integrations underscores the leaders’ intent to optimize AI’s capabilities, eliminating data silos and guaranteeing that the organization benefits from AI-driven insights derived from a consistent version of truth. 

Through prioritizing unified data in conjunction with AI, leaders are positioning their organizations for more informed decision-making, superior operational efficiency, and a distinct competitive advantage.

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About LiveVox

LiveVox (Nasdaq: LVOX) is a proven cloud CCaaS platform that helps business leaders redefine customer engagement and transform their contact center’s performance. Decision-makers use LiveVox to improve customer experience, boost agent productivity, empower their managers, and enhance their system orchestration capabilities. Everything needed to deliver game-changing results can be seamlessly integrated and configured to maximize your success: Omnichannel Communications, AI, a Contact Center CRM, and Workforce Engagement Management tools.

For more than 20 years, clients of all sizes and industries have trusted LiveVox’s scalable and reliable cloud platform to power billions of omnichannel interactions every year. LiveVox is headquartered in San Francisco, with international offices in Medellin, Colombia and Bangalore, India.

To stay up to date with everything LiveVox, follow us @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.

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