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  • Writer's pictureSharon Holland

Conversational AI: The Future of Contact Centres Revealed


calling a contact centre

New research confirms that conversational AI is set to revolutionise contact centres. According to a report by 8×8, 80% of IT and contact centre leaders believe that conversational AI capabilities will be essential in the near future. In fact, 41% believe that companies failing to adopt these capabilities will fall behind.


Increase In Investment

The report highlights that 99% of organisations plan to increase their investment in contact centre operations, with a significant portion being allocated to automation. Interestingly, US respondents place greater importance on automation (27%) compared to their UK counterparts (8%) and Canadians (16%).



Boost Productivity

The significance of conversational AI cannot be understated. The report reveals that 87% of respondents believe that conversational AI and chatbots boost productivity, while 76% claim that these capabilities are revolutionising business communications. Additionally, 72% are confident that conversational AI will increase profitability, revenue, and reduce risks for their companies.


Many Benefits of AI

Organisations using AI capabilities have already experienced numerous benefits. 92% report faster resolution of customer issues, 87% have reduced agent effort, and 53% have lowered the cost of contact centre operations. In the UK, 94% prioritise voice chatbots for AI-based capabilities in contact centre and customer support operations, compared to 68% in the US.


Improve Customer Service

The primary focus of implementing conversational AI in contact centres is to enhance customer service capabilities (62%). However, organisations are also leveraging the technology to streamline internal workflows (42%), improve customer satisfaction (36%), and reduce customer wait times. Surprisingly, only 6% of adopters are using conversational AI to reduce employee and agent headcount.



If you want to find out how to implement AI in your housing association, contact us or call us on 0333 6000 360.

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