Hype or Reality? How AI is impacting customer service, productivity and governance
£1,000.00
Our latest Breakthrough Research explores how UK organisations, consumers and employees are experiencing and responding to the growing deployment of artificial intelligence (AI) in customer service.
Drawing on senior executive interviews, a survey of over 1,000 UK consumers, and a survey of 517 employees working in organisations with more than 50 employees, the research examines how artificial intelligence (AI) is being deployed in a customer service context, perspectives on the benefits and risks, and the capabilities and governance that are required for effective, ethical and scalable deployment.
Description
This report assesses what effective deployment of AI and emerging technologies in a customer service context looks like, in relation to productivity, customer experience, reputation, ethics and governance.
The research draws on the perspectives and experiences of senior executives, employees and consumers.
We look at how customer attitudes to AI are evolving and the implications for customer engagement and loyalty. The research also considers how organisations assess the ROI and reputational impact of artificial intelligence deployment in a service context, as well as the capabilities, organisational structures and governance required for effective deployment.