Customer experience (CX) is evolving at a rapid pace – and artificial intelligence (AI) is the driving force behind the transformation. With recent breakthroughs in AI technology, organizations have the opportunity to unlock valuable insights from customer interactions, while refining their CX strategies.
In this post, we’ll dive into a recent survey of 400 CX leaders, exploring how ElevateAI’s CX AI models can help measure and improve the agent behaviors that directly impact customer satisfaction (CSAT).
NICE surveyed 400 senior decision makers in Customer Care, Customer Service, and Contact Center roles. These respondents, representing companies with contact centers of 200+ agents across the U.S. and U.K., shared their real-world challenges and the solutions they’re seeking. The survey, conducted in December 2022, took just over 5 minutes to complete. You can access the full survey report here.
Several major insights came to light that highlight where contact centers are falling short – and how AI is stepping in to help.
One of the biggest findings from the survey was startling: 65% of contact centers are making key decisions based on inaccurate or incomplete data. Here’s why that matters: contact centers typically measure only 13 voice and 6 digital interactions per month, a sample size that’s statistically insignificant – especially for large centers with hundreds of agents. Yet, 85% of decision-makers continue to rely on this limited data for critical business decisions.
In short, poor data leads to poor decisions, and that’s holding many organizations back from improving CX and CSAT.
Next, we looked at a critical issue: trust. Many agents don’t trust the feedback they receive. 42% of survey respondents said that agents reject feedback because it’s either inaccurate or irrelevant. 38% specifically cited concerns that random or small sample sizes don’t give a true picture of their performance.
This lack of trust fuels disputes over quality, undermining performance improvement and damaging morale across teams.
Soft skills are essential to CX, with 94% of respondents agreeing they directly impact CSAT. However, only 41% of companies actually measure these skills. The key barriers? Subjectivity and a lack of buy-in from leadership. Without objective data, contact centers struggle to improve these critical skills and deliver the level of customer service that drives satisfaction.
On a positive note, AI adoption is on the rise. The survey found that nearly all respondents either already use or plan to implement AI-driven quality management solutions. In fact, 51% of decision-makers are confident that AI will improve their CSAT scores, and 63% of supervisors believe AI can provide the objective feedback they currently lack.
ElevateAI by NICE is transforming the way contact centers manage quality and drive CSAT improvements. ElevateAI isn’t just a tool for transcribing customer conversations. It’s a comprehensive AI-driven platform that analyzes and understands interactions on a deeper level – measuring everything from sentiment to behavioral scores.
But ElevateAI’s real magic happens when it integrates seamlessly into your existing systems with just a few lines of code. Unlike generic AI models trained on public data, ElevateAI has been purpose-built for the contact center, using models that have been meticulously trained using decades of real-world customer service data. This deep expertise enables it to understand customer-agent conversations more effectively than any generic model.
ElevateAI’s CX AI models provide precise, objective measurements of the key behaviors that drive CSAT. These models do more than simply transcribe speech – they analyze sentiment, tone, and intent behind each interaction, giving you actionable insights into how your team is performing.
One of the standout features of ElevateAI’s CX AI models is their ability to measure soft skills like empathy, active listening, and clear communication. While 94% of survey respondents agreed soft skills are crucial for CSAT, many organizations struggle to measure them accurately. ElevateAI removes that challenge by providing consistent, data-driven measurements that ensure fairness and accuracy when evaluating these essential behaviors.
Unlike traditional methods that rely on small, biased samples, ElevateAI offers a holistic view of agent performance by analyzing 100% of interactions. This comprehensive data gives managers a much more complete and accurate picture of agent behavior, helping to reduce trust issues and improve feedback acceptance.
ElevateAI’s CX AI models are designed to integrate easily into your existing applications and data lakes with minimal effort. This makes it easy for organizations of all sizes to leverage the power of AI without a complex or costly implementation process. Whether you’re a small team or a large enterprise, ElevateAI’s plug-and-play functionality helps you achieve rapid results.
ElevateAI offers a comprehensive, cost-effective solution for businesses looking to leverage CX AI models for better quality management. Here’s why it works:
Ultimately, the survey highlights key challenges like inadequate data sampling, trust issues, and the difficulty of measuring soft skills. But the NICE CX AI models, like ElevateAI, provide the perfect solution to these problems. By offering objective, consistent, and data-driven insights, ElevateAI helps contact centers improve performance, boost CSAT, and create a better overall CX.
ElevateAI by NICE isn’t just about improving agent performance – it is about revolutionizing the entire way you approach CX. It’s about giving you the insights, tools, and data to stay ahead of the competition and ensure your customers always have a positive experience.
In today’s fast-paced, data-driven world, CX AI models are no longer optional – they’re a must-have. With ElevateAI, you sharpen your competitive edge by transforming your quality management strategy and driving better CSAT scores. Ready to get started?
Sign up for a free account at elevateai.com/getstarted and unlock the potential of CX AI. Together, let’s elevate your customer interactions with ElevateAI.