White Paper

Companies Adopt AI to Transform Customer Experience

Companies Adopt AI to Transform Customer Experience
SMBs report compelling success metrics with AI-enabled digital customer experience strategies.

Artificial Intelligence (AI) is helping companies of all sizes improve customer experience. However, AI-powered chatbots and agent-assist technologies bundled with contact center platforms allow small and mid-size businesses (SMBs) to compete with larger enterprises.

Today, only 39.4% of SMBs (50-1,000 employees) use or are planning to use AI, according to Nemertes’ 2018-19 Digital Customer Experience Research Study of 697 organizations.

AI adoption rates within SMBs are expected to rise quickly as AI-enabled chatbots and agent-assist apps become easier to train and deploy, thanks to development efforts by AI platform providers and contact center vendors. 
 
This report will cover the following:

  • Deployment plans for AI, by size of company
  • Drivers for SMBs to adopt AI
  • Real-world success from companies already using AI
  • Best practices for successfully implementing AI

 
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