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CCW Digital | 2023 Market Study: Generative AI and chatbots

The hype around AI, and more recently generative AI, has a corresponding history of unfulfilling outcomes. While touting enhancements in agent productivity, over two-thirds continue to spend time on low-value tasks. Despite the talk of revolutionizing self-service, only 15% of consumers rely on chatbots for issue resolution. 
 
This Market Study by CCW Digital and Sprinklr uncovers the reality of generative AI and chatbots in customer contact through extensive research. Which AI use cases are contact center leaders pursuing, and what pitfalls should they avoid?  

The report includes: 

• Insights into how leaders are thinking about generative AI 

• Use cases leaders feel perfect for AI automation – and those that should remain with human employees 

• Self-service gaps that solutions like ChatGPT can address right now 

• The truth about augmenting agent performance with AI 

• Risks that could threaten the success of generative AI investments 

• Key trends shaping the future of customer experience