Waterfield Tech Research: Customer Experience Leaders Lag Significantly in Deploying Conversational AI
CSM Magazine
NOVEMBER 3, 2022
Voice is the top option in financial services and telecommunications/utilities, with 93% and nearly 86% of respondents, respectively, saying they use this technology in their contact center. These leaders report looking to virtual agents to not only improve their business outcomes but to create a more emotional connection with customers.
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