Much of the current enthusiasm around artificial intelligence (AI) in customer experience (CX) is associated with chatbots and the related efficiency and cost savings gains. These AI-driven assistants can be extremely valuable in handling common customer queries, freeing up human agents for more complex issues. Yet, as many CX leaders recognize, the true power of AI in CX goes beyond chatbots and their ability to answer routine questions.

From sentiment and empathy analysis to customer journey management and personalization, AI offers transformative tools like virtual agents that can drive loyalty, satisfaction and revenue. With 83% of CX leaders surveyed believing that AI could be a powerful differentiator for their organizations in the next few years, according to our report “Customer experience in the age of AI,” the time to explore these technologies is now.

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