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.
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