Sprinklr Study Finds 60% of Brands Struggle with Ineffective AI for Customer Service
Sprinklr (NYSE: CXM) has released a research report in collaboration with Customer Contact Week (CCW) Digital, highlighting significant challenges faced by customer service teams. Key findings reveal that only 22% of leaders have unified customer data, while over 60% struggle with ineffective AI solutions. The report suggests that insufficient intelligence is affecting overall business performance, impacting various customer-facing functions. Despite these difficulties, 53% of organizations are focusing on AI advancements to enhance customer data, and 69% plan to invest in technology to reduce agent workload.
- 53% of companies prioritize AI to enhance customer data in 2023.
- 69% plan investments in technology to reduce agent workload.
- Only 22% of customer service leaders report completely unified customer data.
- 62% of brands face inconsistencies in digital communication.
- 60% struggle with ineffective AI solutions.
- 51% find it difficult to capture meaningful customer data.
Only
The survey found significant challenges throughout the customer service journey, from basic data collection to deploying advanced solutions like AI. More than half of all respondents said they struggle to even capture meaningful data about customers, and more than 6 in 10 are struggling with ineffective AI solutions.
“Providing digital, personalized service is essential for companies to meet consumer expectations. Making these interactions more cost efficient and easier for agents is equally as important.
CCW Digital and
Key findings from the report include:
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Digital and AI Deficiencies:
62% of brands acknowledge inconsistencies in their digital customer communication. This includes not communicating the same information and not staying true to their brand voice. The majority of companies are also struggling with ineffective AI solutions (60% ) and insufficient resourcing (54% ). -
Disconnected customer experiences. Only
22% of customer service leaders say their organization has completely unified customer data. The findings are nearly as alarming for enterprise systems (30% ), objectives and metrics (30% ), contact channels (33% ), and departments (34% ). -
Impersonal Interactions. A non-trivial
11% of respondents admitted that they make no effort whatsoever to personalize interactions. Another36% , meanwhile, limit personalization efforts to referencing “basic profile details” in some or all communication. The remaining53% are making strides toward personalization, but only12% of all respondents are predicting customer needs and proactively tailoring interactions based on specific needs, intentions, or sentiments. -
Insufficient Insights: Nearly
51% of brands say they are struggling to even capture meaningful data about customers.67% of companies face difficulty analyzing customer data.64% struggle to unify data.63% report challenges using data to improve customer experience operations. And a majority have trouble empowering frontline agents with relevant context (58% ), and sharing insights outside the contact center (55% ).
Thomas continued, “While challenges persist, it’s encouraging to see how many organizations are prioritizing investing in the right technology to unify customer service operations and help make their customers and agents happier.”
Leading companies are taking a number of actions to tackle these challenges, with
To download the full study, visit the landing page here. To learn more about Sprinklr’s customer service capabilities, please click here.
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