Beyond Chatbots: How High-Maturity AI Improves Customer Service OperationsBeyond Chatbots: How High-Maturity AI Improves Customer Service Operations

Organizations that embrace high-maturity AI solutions will be best positioned to thrive in the increasingly competitive landscape

Vasili Triant, Co-CEO, UJET

January 14, 2025

2 Min Read
A customer servcies agent
Getty Images

The use of artificial intelligence (AI) in customer service is rapidly growing, but many companies are merely scratching the surface of its potential. While basic chatbots and automated responses have become commonplace, a recent study revealed that 60% of contact center AI deployments are stuck at a low maturity level, failing to deliver significant business value.

Truly transformative change requires a higher level of AI maturity, going beyond simple rule-based automation to leverage technologies like machine learning and natural language processing. These advanced capabilities enable systems to understand, learn and adapt, leading to more sophisticated and effective customer service solutions.

Unlocking the Power of AI

Organizations leveraging high-maturity AI are already reaping the rewards. They are creating hyper-personalized experiences by analyzing customer data and interaction history to anticipate needs and provide proactive support. This translates to tangible improvements, with research indicating that high-maturity AI deployments are more likely to improve customer satisfaction by 71% and first-call resolution by 76%.

Intelligent virtual assistants can handle complex queries and offer personalized recommendations, ensuring effortless self-service and seamless omnichannel orchestration. This addresses a critical challenge highlighted in recent research: 45% of contact centers with low-maturity AI struggle to resolve customer issues on the first touchpoint.

Related:Winning AI Execution Through Internal Vision

Smarter Agents, Stronger Operations

High-maturity AI is also empowering agents. By providing real-time guidance, knowledge articles and next-best-action suggestions, AI improves agent efficiency and reduces burnout. This is particularly important given that 42% of contact centers are facing high agent turnover and workforce shortages. In fact, 98% of contact center leaders believe AI can upskill agents by automating tasks, providing next-best actions and summarizing calls.

Beyond individual interactions, high-maturity AI focuses on optimizing end-to-end entire contact center operations. AI-powered analytics provide valuable insights into customer behavior, operational bottlenecks and areas for improvement. This data-driven decision-making, coupled with AI-powered forecasting and streamlined workflows, leads to significant gains in efficiency and cost reduction.

Winning with High-Maturity AI

The benefits of high-maturity AI extend beyond operational improvements. Companies are seeing increased customer satisfaction, improved agent morale and enhanced brand reputation. Industry research shows that high-maturity contact centers experience significant improvements in key revenue-generating metrics, including upsell/cross-sell rates (increased by 68%) and customer acquisition costs (reduced by 66%).

Related:Bridging the Skills Gap with AI: An Industrial Perspective

As AI technology continues to evolve, its impact on customer service will only grow. Organizations that embrace high-maturity AI solutions will be best positioned to thrive in the increasingly competitive landscape, unlocking new levels of customer satisfaction, operational efficiency and overall success.

About the Author

Vasili Triant

Co-CEO, UJET, UJET

As UJET’s co-chief executive officer, Vasili Triant oversees all go-to-market activities including sales, channel, alliances and customer success. Triant brings more than 20 years of experience in telecoms, unified communications (UC) and contact center industries, having previously served as VP/GM of contact center at Cisco, where he achieved the fastest growth in over a decade through a focus on global alliances and enterprise cloud-readiness.

Triant has also held executive-level roles at companies including ShoreTel, LiveOps and Serenova, where he served as CEO, leading the company through a significant phase of growth and recognition.

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