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LogMeIn Study Explores Views, Investment Plans for AI-Based CX
LogMeIn, which will be presenting at The Future of Work Expo in January, today released a study about artificial intelligence and customer experience.
The company surveyed more than 5,000 business leaders and consumers around the world as part of the effort. The results reveal that businesses’ views of CX tend to be quite different than those of consumers. The report also emphasizes the potential for AI-driven chatbots in customer service.
Here’s the setup.
A third of consumers rated their experiences of interacting with businesses as average or poor. And 83 percent of the consumers said they had at least one issue while interacting with a brand.
Meanwhile, businesses are apparently feeling good about the CX they deliver. LogMeIn says 80 percent of the bunch believe their customers would review them favorably. That’s despite the fact these organizations resolve fewer than half of customer queries on the first interaction, LogMeIn adds.
The LogMeIn AI Customer Experience Study, however, also said that businesses overall seem to be aware that traditional customer engagement solutions fall short of meeting expectations. And many of the businesses surveyed are investing in new solutions to address that.
Specifically, 61 percent of business respondents expressed their intent to invest more in the next 12 months to improve customer enagement. And, noteably, 35 percent of businesses said they’ve already dedicated funds to emerging technologies like artificial intelligence, with another 53 percent planning to do so.
AI-powered chatbots seem to hold great promise for reducing time to resolution and driving higher agent productivity, the study indicates. While just 32 percent of consumers believe they get great results from chatbot experiences today, and many are skeptical about AI-powered solutions, the report says 74 percent of those polled said they see the benefits of AI and chatbots in the customer service arena.
“What we learned from doing this study is that despite hesitations around using AI, both consumers and businesses do think it’s changing customer service for the better,” said Ryan Lester, Director of Customer Engagement Technologies at LogMeIn. “While customers, for the most part, have come to accept that their interactions with brands will be involved and time consuming, their expectations are increasing as new technologies become more commonplace. Companies have a unique opportunity to leverage these new advancements -- like chatbots -- to provide a leg-up on the competition and set the bar for all others in their industry and beyond.”
LogMeIn’s Peter Zeinoun, who is director of support products, will present the session “Reimaging the Employee Experience in an Age of AI” Jan. 30 at 3 p.m. at The Future of Work Expo at Fort Lauderdale.
