2024 AI Maturity Benchmark Report
- Discover the 5 stages of AI Maturity in contact centers, from basic automation to strategic transformation
- Explore how AI can help you overcome obstacles like agent turnover, burnout, and fragmented data, leading to a more efficient and satisfying customer and agent experience
- See the key areas where AI is already making a meaningful impact today in the contact center space
75% of contact centers
are prioritizing AI investments over the next 12 months
Only 10% of contact centers
have achieved high AI maturity. Is yours one of them?
98% of contact center leaders
believe that AI will upskill agents. AI is not replacing agents
44% of companies
saw an increase in positive customer interactions that were 100% AI-powered in the past 12 months
Summary
The 2024 AI Maturity Benchmark Report reveals that many organizations are missing out on the transformative benefits AI can offer. To understand what separates leaders from laggards, UJET is introducing a new AI Maturity Benchmark. It evaluates the adoption and implementation of AI across the contact center and its impact on key organizational metrics. Ultimately, those who display high maturity are reaping more benefits such as increased positive interactions with customers, boosted agent productivity, and improvement in key contact center KPIs.
The AI Maturity Benchmark Report provides an important roadmap for CX leaders to strategically invest in AI for the greatest ROI. By leveraging the insights, contact centers can fast-track their transformation from cost center to loyalty center
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