From forecasting demand for energy companies, to spotting fraudulent activity in financial transactions, the efficiency benefits and cost savings are uncontested.

But when it comes to customer service, there’s a question mark. On one hand, using AI tools to deal with enquiries has benefits for everyone. You can streamline your customer service team, and the customer gets the answer they need, faster. On the other hand, we’ve all called a business and thought “can I just speak to a human please?!”

Over-rely on AI solutions like chatbots and even call routing, and you could risk under-serving your customers. As short-term failings in CX can quickly turn into long-term customer churn, it’s essential for decision-makers to take a considered approach, and not be dazzled by futuristic technology and transformations in efficiency. Your brand and your business depend on it.

So how do you find the right balance between AI-enhanced CX, and customer satisfaction?

Well, in this report we’ll explore just that. At Sigma Connected, we’ve taken on one of our biggest ever research projects – including interviews, YouGov surveys, and hours of research – to find out: