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AI Technologies Offer New Opportunities to Nurture Relationships and Enhance Customer Contact Effectiveness
08-Jan-2021
Europe
Market Research
MFAC-01-00-00-00
IT04267-EU-MT_25154
This study focuses on how AI is making inroads into the customer experience (CX) space. After shifting from on-premises solutions to cloud-based services, the industry is embracing AI and integrating it into various CX-related use cases and solutions. Chatbots, voicebots, behavioral applications, biometrics, cybersecurity, speech recognition, machine translation, and automated models for scheduling and forecasting within workforce management are among the many AI-powered functionalities in the CX space.
AI-powered solutions enable time and cost savings, smarter customer services, efficient CX management, and the generation of actionable insights that facilitate decision-making for businesses. It is transforming CX as we know it and has become vital in enhancing product and service quality and driving competitive business differentiation.
The application of AI-powered tools in contact centers are complementing rather than replacing employees. AI improves agent performance by providing seamless, ideal-match routing, with full historical awareness and real-time context to drive recommendations. The increasing industry focus on agent experience (AX) and the growing need to create automated and secure workplaces and contact center environments are becoming the main drivers for creating new AI-powered solutions.
Frost & Sullivan expects a sharp growth in AI-based capabilities and apps assisting consumers and agents over the next few years. Advances in AI, mobile bandwidth, and cloud communications will lead to new AI use cases in the CX space in emerging areas such as biometrics, drone deliveries, and automated vehicles.
AI is the secret ingredient for CX transformation, but there's much confusion around AI and its real value. Decision-makers need information on AI and its use cases to fully understand its power in positively transforming business operations and identifying emerging growth opportunities.
Why is it Increasingly Difficult to Grow?
The Strategic Imperative 8™
The Impact of the Top Three Strategic Imperatives on Artificial Intelligence (AI) in the CX Space
Growth Opportunities Fuel the Growth Pipeline Engine™
Definitions
Definitions (continued)
Why AI is a Game Changer
Major Trends Affecting the Future of AI
AI Information Flow Process
Growth Drivers and Restraints for AI in the European CX space
Branches of AI—NLP
Branches of AI—ML and Predictive Analytics
Branches of AI—DL and Neural Networks
Branches of AI—CV
Branches of AI—Intelligent Agent (IA)
European CX Market State
European CX Market State (continued)
Top Business Priorities
Top Reasons for Investing in AI
Top Concerns with AI
AI Applications Share by Developer Type
Future AI Implementation by Sector
Top AI Use Cases by Sector
AI Implementation Stage
Infusion of AI in CX
Infusion of AI in CX (continued)
Infusion of AI in CX (continued)
AI Effects in CX
How AI Enhances CX
How AI Enhances CX (continued)
Key Takeaways From the European AI Market
Key Takeaways From the European AI Market (continued)
European Enterprise AI Ecosystem
Growth Opportunity 1—Voicebots
Growth Opportunity 1—Voicebots (continued)
Growth Opportunity 2—Chatbots
Growth Opportunity 2—Chatbots (continued)
Growth Opportunity 3—Intelligent Virtual Assistants
Growth Opportunity 3—Intelligent Virtual Assistants (continued)
Growth Opportunity 4—Sentiment Analysis
Growth Opportunity 4—Sentiment Analysis (continued)
Growth Opportunity 5—AI Biometrics
Growth Opportunity 5—AI Biometrics (continued)
Growth Opportunity 5—Visual Recognition
Growth Opportunity 5—Visual Recognition (continued)
Growth Opportunity 6—Smart WFO/WFM
Growth Opportunity 6—Smart WFO/WFM (continued)
Growth Opportunity 7—Predictive Analytics
Growth Opportunity 7—Predictive Analytics (continued)
Growth Opportunity 8—AI-Assisted Payment Systems
Growth Opportunity 8—AI-Assisted Payment Systems (continued)
Growth Opportunity 9—Cybersecurity
Growth Opportunity 9—Cybersecurity (continued)
Growth Opportunity 10—Machine Translation
Growth Opportunity 10—Machine Translation (continued)
Growth Opportunity 11—Market Analysis and Personalized Experience
Growth Opportunity 11—Market Analysis and Personalized Experience (continued)
Growth Opportunity 12—Workflow Automation
Growth Opportunity 12—Workflow Automation (continued)
The Last Word
The Last Word (continued)
List of Exhibits
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A tailored session with you where we identify the:- Strategic Imperatives
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Impacting your company's future growth potential.
| Deliverable Type | Market Research |
|---|---|
| No Index | No |
| Podcast | No |
| Author | Federico Teveles |
| Industries | Information Technology |
| WIP Number | MFAC-01-00-00-00 |
| Is Prebook | No |
| GPS Codes | 9705-C1,9661 |
Enhancing European Customer Experience with Artificial Intelligence
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