“The Inner Circle Guide to AI-Enabled Interaction Analytics” is based on ContactBabel’s surveys of 400 organisations and 2,000 consumers. Each Inner Circle Guide is available for the UK and US.

 

Every customer conversation contains answers for the whole business: what wins a sale, why customers get in touch, which processes cause call-backs and what customers think of a new product.

 

ContactBabel describes AI in the contact centre as three pillars: automation, agent assistance and analytics.

 

This report focuses on analytics, the only part of the contact centre’s AI that can see every conversation at once and carry what it finds into the rest of the business.

 

Why read it: AI-enabled analytics lets each department ask its own questions of the same conversation, in plain language. This report shows how organisations are using it today, how it measures and improves the rest of their AI, and practical steps for turning its insight into action across the business.

 

Three findings from the report

 

93% of UK and 89% of US organizations rate analytics of customer interactions as important or critically important over the next two years.

 

  • Why it matters: analytics is firmly on the agenda, and generative AI is putting it in the hands of sales, service, operations and quality managers directly.

 

78-86% of complaints (US/UK) are about products, services and processes elsewhere in the business rather than the contact centre itself.

 

  • Why it matters: the contact centre hears about these problems first, and analytics can pass their causes to the departments able to fix them.

 

1 in 10 users of AI-enabled analytics are looking to replace their solution, against a third of voicebot users and 28% of chatbot users.

 

  • Why it matters: organisations that have adopted AI-enabled analytics are largely staying with it: it’s working.

 

The Inner Circle Guide to AI-Enabled Interaction Analytics is available in both UK and US editions.

 

 

To download this report, and to gain free access to all of ContactBabel’s research and analysis, please complete the registration form at the bottom of the page.

 

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