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Exploring European Use Cases for Generative AI in CX
Exploring European Use Cases for Generative AI in CX
Early Use Cases are Encouraging and Helping to Drive GenAI Adoption Across Europe
30-Jul-2024
Europe
Market Research
Description
The emergence of generative AI (GenAI) has sparked intense global interest in AI and how it can help improve customer experience (CX). Several factors drive interest in GenAI, including its positive impact on making conversational AI faster and smarter, enabling critical applications, including personalization at scale, improved self-service capability, enhanced agent assist or co-pilot functionality, and deeper data insights on massive data sets.
This analysis explores early use cases of GenAI technology on CX across European companies. Early indications from these use cases are encouraging greater adoption of GenAI in the region. Europe is leading other regions, with 71% of respondents indicating some use of GenAI today, compared to 65% globally and 69% in the United States. By 2025, 94% of European respondents predict some form of GenAI technology adoption.
While the use of AI for speech analytics and voice/biometrics authentication is lower in Europe compared to global adoption trends, sentiment analysis adoption is slightly higher.
Companies highlighted in this analysis that adopt GenAI see significant efficiency gains, cost savings, and improved productivity, encouraging widespread adoption of GenAI. The adoption of GenAI technology in early use cases is primarily for quality monitoring, agent-assist, speech-to-text transcription and summarization, and intelligent voicebots.
Author: Bernardin Arnason
Research Highlights
Key Takeaways from Contact Center AI Technology Adoption Data
- Among AI-enabled technologies, adoption of speech analytics and voice/biometrics authentication is lower in Europe compared to global adoption trends. Sentiment analysis adoption is slightly higher in Europe.
- Supporting Europe’s many languages with AI-powered speech analytics is challenging, helping explain the region’s slower technology adoption.
- Given Europe’s stringent security requirements, including sovereign clouds, the AI EU Act, and GDPR, slower adoption of AI-powered voice/biometrics authentication is expected.
Key Takeaways from Inteligent Virtual Assistant (IVA) Adoption Data
- IVA adoption in Europe is on par with other global regions, with IVA chatbot adoption slightly ahead of voicebots.
- IVA adoption in Europe is on par with the global average, indicating growing acceptance of AI-powered chat and voice bots.
- As its intelligence continues to improve, customer-facing GenAI-powered IVAs are the next step in bot evolution, with trials underway in Europe.
Key Takeaways from Contact Center GenAI Adoption Data
- Europe is leading other regions globally, with 71% of respondents indicating some use of GenAI today. By 2025, 94% of European respondents predict some form of GenAI technology adoption.
- European-based contact centers are embracing GenAI. Use cases include transcription, interaction summarization, quality monitoring, and IVAs. This study features 4 active use cases.
- The rapid pace of GenAI innovation will quickly expand use cases in Europe and globally.
Key Takeaways from AI Trends in CX Data
- Key contact center use cases for GenAI include agent assist/co-pilot and quality assurance and monitoring, which are promising for achieving agent performance, coaching, and training goals.
- Vastly improved analytics is an early and proven GenAI use case. However, awareness of this capability is more sluggish across Europe.
Key Features
GenAI Impact on CX
GenAI stands to build upon and improve many CX and contact center conversational AI and other applications.
GenAI: Key Capabilities
- Human-like conversational support
- Analysis and distillation of massive datasets
- Summarization
- New content creation (text/voice/video) based on prompts
- Conversion of languages/formats
- Computer vision
Key Applications Impact
- Higher-functioning chatbots/intelligent virtual agents (IVAs)
- Agent/supervisor/admin assistants/co-pilots
- More value creation and extraction from knowledge management (KM)
- Superior agent coaching/quality assurance (QA) and quality management (QM) options
- Personalization at scale
- Faster language translation
- Immediate engagement summarizations
- Deeper analytics/business intelligence (BI)
Table of Contents
Why is it Increasingly Difficult to Grow?
The Strategic Imperative 8™
The Impact of the Top 3 Strategic Imperatives on the GenAI for CX Industry
Growth Opportunities Fuel the Growth Pipeline Engine™
GenAI Impact on CX
AI Technology Adoption
Key Takeaways from Contact Center AI Technology Adoption Data
Intelligent Virtual Assistant (IVA) Adoption
Key Takeaways from IVA Adoption Data
GenAI in CX Deployment Trends
Key Takeaways from Contact Center GenAI Adoption Data
Expectations for Key Areas of Improvement from GenAI
Key Takeaways from AI Trends in CX Data
Early European Use Cases for GenAI in CX—Culligan Voicemail Case Study
Early European Use Cases for GenAI in CX—Pogust Goodhead Agent Assist Case Study
Early European Use Cases for GenAI in CX—Major European Auto Manufacturer Intelligent Voice Bot Case Study
Early European Use Cases for GenAI in CX—Amicio QM Case Study
Growth Drivers
Growth Restraints
Growth Opportunity 1: Advanced Analytics
Growth Opportunity 1: Advanced Analytics (continued)
Growth Opportunity 2: Knowledge Management (KM) Performance
Growth Opportunity 2: Knowledge Management (KM) Performance (continued)
Growth Opportunity 3: Language Translation at Scale
Growth Opportunity 3: Language Translation at Scale (continued)
List of Exhibits
Legal Disclaimer
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| Deliverable Type | Market Research |
|---|---|
| Author | Bernardin Arnason |
| Industries | Information Technology |
| No Index | No |
| Is Prebook | No |
| Keyword 1 | Generative Ai |
| Keyword 2 | Customer Experience |
| Keyword 3 | Ai Use Cases |
| Podcast | No |
| WIP Number | KA48-01-00-00-00 |