Implementation of AI for enhancing customer experience in 2024

Artificial intelligence (AI) is rapidly transforming customer experience (CX) strategies, with half of decision makers leveraging AI to analyze open feedback and create content in 2024. This widespread adoption reflects a growing trust in AI capabilities, as 55 percent of global survey respondents expressed confidence in AI's ability to replace human interaction for assembling and presenting product information before purchases.

Adoption challenges and consumer perceptions

Despite the enthusiasm for AI in CX, companies face significant hurdles in implementation. Over 40 percent of organizations cite a lack of specialized knowledge and expertise as major barriers to adopting AI. This skills gap may contribute to mixed consumer reactions, with 34 percent of U.S. shoppers reporting improved experiences due to AI, while 39 percent claim worse experiences. As businesses navigate these challenges, addressing the expertise shortage will be crucial for successful AI integration.

Future trends in AI for customer service

Looking ahead, AI applications in customer service are set to expand rapidly. By 2025, the vast majority of contact centers plan to implement generative AI, with only one percent having no plans to adopt the technology. However, the trust in AI-powered customer service has still room for improvement, as less than 45 percent of consumers trust AI agents handling customer service.