Only about one-third of organizations retain the customer context between systems AI needs to drive true customer service resolutions, a Talkdesk survey found.
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Dive Brief:
- While nearly two-thirds of businesses use specialized AI agents for specific tasks, such as technical support or customer identification, only about one-third retain the customer context between systems AI needs to drive true resolutions, according to a Talkdesk survey released last week.
- Disconnected systems create technical roadblocks for about 45% of organizations and legacy infrastructure issues create similar problems for 44% of organizations, according to the survey of more than 250 CX leaders.
- Other top barriers to CX automation include compliance issues, noted by 50% of respondents, and security issues, noted by 48%.
Dive Insight:
As AI takes on a greater share of the customer service workload, a strong cross-enterprise knowledge base is critical to enabling accuracy and trust.
An AI agent is only as smart as the information it can access VP of AI at Talkdesk. Siloed, incomplete or out-of-date information can cause delays or even cause AI to make things up
“The reality is that the old way of manually maintaining enterprise documentation doesn’t scale — it’s outdated the minute you hit save,” Andrade said in an email. “In spite of that, our survey found that 94% of organizations aren’t using AI-assisted knowledge management.”
Knowledge friction already causes problems for agents who aren’t connected to AI Talkdesk data has found that agents lose 28% of their day to time spent swapping between systems and re-entering data
“When you drop AI into that same fragmented mess, it runs into the exact same barriers,” Andrade said. “Better knowledge management gives people and AI a sharedlows, organizations shift from wasting valuable capacity to resolving customer needs quickly and getting it right the first time.”
A better knowledge base is key, but only 2% of leaders reported that their data is fully unified, according to the Talkdesk survey. Among the least AI-mature organizations, 44% say that knowledge remains manual.
Businesses should update to “living” knowledge bases that use AI to continuously learn from customer conversations, uncover missing context and enable real-time updates Failure to fix the knowledge base can cause even the most sophisticated AI models to fail
Filed Under:AI & Automation,Customer Service
