Valoir Report - The state of AI in Customer Experience

Pressure on customer service and contact leaders has intensified from customers that want faster, more personalized service, and from boards and C-level executives that want real results from artificial intelligence (AI). At the same time, organizations have moved from artificial intelligence (AI) FOMO to FOMU (fear of messing up), with customer experience (CX) leaders hesitant to move autonomous AI into production. In Valoir’s latest research on AI and CX, we found that while adoption is accelerating, data is the biggest hurdle to successful outcomes, and only 35 percent of organizations’ knowledge bases are ready for agentic AI. Organizationally, customer service and context center leaders are still navigating what new skills, metrics, and job roles look like for their human service representatives: While roughly 40 percent of service organizations have reduced or plan to reduce headcount this year because of AI, only 20 percent are changing their compensation structures to reflect the higher-level work many are now asking of human service representatives. Read the report.