Yellow.ai Study Unveils Growing Confidence in AI-First Automation Among North American Customer Service Executives
Yellow.ai Study Unveils Growing Confidence in AI-First Automation Among North American Customer Service Executives
84.5% of respondents plan to or are already using AI in their customer service operations and contact centers
84.5％的受訪者計劃在客戶服務運營和聯繫中心中使用人工智能，或已經在使用。
SAN MATEO, Calif. , July 16, 2024 /PRNewswire/ -- Yellow.ai, a global leader in AI-first customer service automation, has unveiled research titled 'Betting Big on AI-First: Insights from Customer Service Leaders.' The study sheds light on AI adoption trends within North American customer service operations and contact centers. According to the findings, an impressive 84.5% of respondents either plan to or are already leveraging AI, underscoring its pivotal role in shaping the industry's future.
加利福尼亞州聖馬特奧，2024年7月16日 / PRNewswire / - Yellow.ai是全球領先的以AI爲先的客戶服務自動化企業，推出了題爲'搏牛AI-第一：客戶服務領袖的洞見'的研究報告，揭示了北美客戶服務運營和聯繫中心的人工智能採用趨勢。根據調查結果，令人印象深刻的是，84.5％的受訪者計劃或已經在利用人工智能，突顯其在塑造行業未來的關鍵角色。
The study highlights that North American organizations are increasingly ramping up their efforts in response to the rising demand for customer service automation, moving beyond basic automation to embrace AI-first approaches. Initial efforts across organizations of different sizes have focused on gathering insights and laying foundations, with a few deployments already live. The findings indicate a substantial upcoming increase in project executions, with 58% planning to integrate AI into their contact centers and customer service operations within the next 12 months.
研究表明，北美組織正越來越積極地響應對客戶服務自動化的日益增長的需求，超越基本自動化，採用以人工智能爲先的方法。規模不同的組織的最初努力集中於收集見解和奠定基礎，少數部署已經投入生產。調查結果表明，計劃在未來12個月內將人工智能整合到其聯繫中心和客戶服務運營中的組織將顯著增加，高達58％。
The survey of 200 customer service professionals and executives across 12+ industries, conducted at Customer Contact Week 2024, provided a deeper understanding of the pivotal drivers of AI adoption, as well as current trends and attitudes towards AI integration in customer service operations, including:
在客戶聯繫周2024年對12個以上行業的200名客戶服務專業人士和高管進行的調查提供了更深入的理解，包括:
- AI implementation is present and functional across the entire CX function. A notable one in four organizations (26.5%) have already implemented AI within their customer service or contact center environments. The automation is not just limited to customer interactions, where over 60.2% have automated customer-facing processes, but also extends to 51% automating back-end operations, showcasing a comprehensive adoption strategy.
- Objectives to elevate key business metrics are fueling AI adoption. Nearly three-quarters of respondents view increasing efficiency (74.7%) and improving customer satisfaction (73.2%) as the leading drivers for their AI adoption. A further 66.7% see reducing operational costs as a primary objective.
- Data-driven decision-making is on the rise. The focus on customer service analytics and reporting is gaining momentum, with 49.2% of organizations automating this domain and 54.5% looking to implement AI to enhance data insights.
- Despite enthusiasm for AI, some challenges persist. For 67% of respondents, integration with existing systems is the primary obstacle for AI implementation, with considerations around high implementation cost (36%) and data privacy (33%) following behind.
- Executives are dedicated to training employees to work with AI. 56.5% are committed to upskilling or reskilling their workforce, ensuring that employees evolve alongside the technology as they adopt and integrate AI within their systems.
- AI實施在整個CX功能中存在且功能正常。值得注意的是，四分之一（26.5％）的組織已經在其客戶服務或聯繫中心環境中實施了人工智能。自動化不僅僅侷限於客戶互動，其中超過60.2％已自動化面向客戶的流程，同時51％自動化了後臺操作，展示出全面的採納策略。
- 提高關鍵業務指標的目標推動了人工智能的採用。近四分之三的受訪者認爲提高效率（74.7％）和提高客戶滿意度（73.2％）是其人工智能採用的主要推動因素。有進一步的66.7％認爲降低運營成本是主要目標。
- 數據驅動的決策正在增加。關注客戶服務分析和報告的重點正在增加，49.2％的組織正在自動化這一領域，54.5％的組織計劃實施人工智能以增強數據洞見。
- 儘管對人工智能抱有熱情，但仍存在一些挑戰。對於67％的受訪者來說，與現有系統的整合是實施人工智能的主要障礙，而高成本（36％）和數據隱私（33％）考量緊隨其後。
- 高管致力於培訓員工與人工智能合作。有56.5％的人致力於提高其員工的技能或進行再培訓，確保員工在採納和整合人工智能進入其系統時與技術一起演進。
"Our study reveals that North American customer service professionals are eager to adopt AI, inspired by the success of pilot projects. Even those who have yet to begin AI initiatives are motivated to join this movement and avoid falling behind," said Raghu Ravinutala, CEO & Co-founder of Yellow.ai. "Looking ahead, nearly one-third (32.5%) of respondents plan to implement fully autonomous customer service operations. This involves AI systems handling 100% of customer interactions, with employees up-skilled to oversee, manage, and fine-tune the AI system in real-time. This readiness demonstrates the industry's embrace of future tech advancements, and we're enthusiastic about leading this evolution for our customers."
黃色。我們的研究表明，北美客戶服務專業人士渴望採用人工智能，受試者通過試點項目的成功受到啓發。 即使是那些尚未開始AI計劃的人也受到動力，以加入這場運動並避免落後。 32.5％的受訪者計劃在未來實施完全自主的客戶服務運營，其中包括AI系統處理100％的客戶互動，員工進行升級以在實時監督，管理和微調AI系統。 這種準備表明了該行業對未來技術進步的擁抱，我們對於領導我們的客戶的這一進化感到熱情。
With 61% of executives foreseeing positive customer responses post-AI implementation, there's evident confidence in AI's ability to enhance customer experiences. Companies currently using AI in customer service display heightened confidence in its integrations, expecting 100% positive customer reactions. The survey strongly indicates that successfully and strategically integrating AI positions companies well for the future amid evolving technology and rising customer expectations.
61％的高管預計，在AI實施後，客戶反應將呈現積極趨勢，對AI增強客戶體驗的能力表現出明顯信心。目前在客戶服務中使用人工智能的公司顯示出對其集成的高度自信，預計客戶反應將達到100％。調查結果強烈表明，成功和戰略性地整合人工智能使公司在不斷髮展的技術和不斷提高的客戶期望中處於有利地位。
For deeper insights into the survey results, please download the full report here.
要深入了解調查結果，請在此處下載完整報告。
Methodology
方法
The survey of 200 customer service and customer experience professionals was conducted at Customer Contact Week 2024. Each respondent was asked the same eight questions surrounding AI usage, perspectives, and strategies in their organization, customer sentiment, and forecasts on the future of AI in customer service and contact center operations.
在客戶聯繫周2024年對200名客戶服務和客戶體驗專業人士進行的調查。每個受訪者都被問及有關其組織，客戶情緒以及其在客戶服務和聯繫中心運營中使用人工智能的使用，觀點和策略的八個相同問題。
About Yellow.ai
關於Yellow.ai
Yellow.ai empowers enterprises to create memorable customer conversations through our AI-first customer service automation platform. Our vision is to drive towards the future of fully autonomous customer support that unlocks unparalleled efficiency and significantly reduces operational costs. Headquartered in San Mateo, Yellow.ai serves 1100+ enterprises, including Sony, Domino's, Hyundai, Ferrellgas, Waste Connections, and Randstad, across 85+ countries. Our platform is built on multi-LLM architecture and continuously trained on 16B+ conversations annually, enabling businesses to deliver elevated experiences and build lasting customer relationships. Founded in 2016 with offices across six countries, Yellow.ai has raised over $102 million from blue-chip investors.
Yellow.ai通過我們的以AI爲先的客戶服務自動化平台，賦予企業創造難忘客戶交流的能力。我們的願景是朝着完全自主的客戶支持未來前進，解鎖無與倫比的效率，顯著降低運營成本。總部位於聖馬特奧的Yellow.ai服務於1100多個企業，包括索尼，Domino's，現代，Ferrellgas，Waste Connections和Randstad，覆蓋85多個國家。我們的平台建立在多LLm架構上，並每年連續培訓16B次對話，使企業能夠提供卓越的體驗並建立持久的客戶關係。成立於2016年，Yellow.ai在六個國家設有辦事處，已從藍籌股投資者那裏籌集了超過10200萬美元。
Contacts: : Anujaa Singh, PR & Communications,Yellow.ai, [email protected]
聯絡方式：Anujaa Singh，公共關係和通信，Yellow.ai，[email protected]」
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譯文內容由第三人軟體翻譯。