New research by Cavell reveals that despite the customer experience (CX) industry’s rapid adoption of automation, a significant decrease in contact centre agent numbers won’t occur until after 2026. The study indicates that companies are primarily utilising AI-powered systems to aid agents, not replace them. The report touches on the rise in competition due to technology convergence, the challenges of deploying complex AI-enabled solutions, and the growing focus on the SME market.
- Companies are focusing on empowering agents with Agent Assistance platforms rather than fully replacing them with automated systems.
- Technology convergence is increasing competition among companies that were not traditionally competitors in the CCaaS marketplace.
- The CX industry is cautiously adopting AI and Automation to augment human actions rather than fully automate processes, with a growing focus on tailoring customer journeys using advanced data analytics.
Study Reveals The Future of CX Still Relies on Human Touch
New insights from a recent Cavell study suggest that despite the customer experience (CX) industry’s fast-paced adoption of automation, the decline in contact centre agent numbers may not be as imminent as expected. Personnel retention is expected to continue at least until 2027.
The Human-Automation Balance in CX
The Q2 2024 CCaaS Market Evolution Report, which surveyed leading CCaaS and Contact Centre providers across the UK, Western Europe and the US, reveals an intriguing trend. Companies are indeed racing to experiment with AI-powered systems, however, the main goal is to empower agents using Agent Assistance platforms, rather than replacing them with fully automated systems.
“AI and Automation are the big talking points in CX for 2024; however, the reality is slower than the hype. Companies are still wary of the technology, and mostly looking to deploy it initially to augment human actions rather than in fully automated systems. This strategy will keep humans actively in the loop to catch mistakes before reaching customers. The next stage for companies in the automation journey will be using advanced data analytics to tailor customer journeys and building trust in the automated solutions with customers and employees alike.” – Finbarr Begley, Senior Analyst at Cavell
CCaaS Market Trends & Projections
The research also emphasised other developments within the Contact Centre as a Service (CCaaS) marketplace. For instance, the ongoing force of technology convergence is sparking increased rivalry between companies that have not traditionally been competitors. It also shed light on the complexities and challenges of deploying a sophisticated AI-enabled integrated technology solution.
Looking forward, the report predicts that the UK CCaaS market will be valued at $564m by 2028. It also provides projections for the number of agent jobs that could be lost to automation and the expansion in cloud contact centre solutions.
Focus on the SME Market
Interestingly, the study also underscored a rising focus in the CX industry on the SME market. Notably, more off-the-shelf SME-focused packages are becoming readily available, indicating a shift in strategies within the industry.
Thoughts on Cavell’s Report
The findings from this report offer a balanced and measured view of the future of customer experience. Despite the rapid advancements in AI and automation, it seems the human touch remains an invaluable asset in the CX industry. As we move towards more automated systems, it’s encouraging to see a focus on using technology to empower human agents rather than replace them completely. The future of customer experience, it appears, will be a blend of human intuition and technological efficiency.
FAQ
Q: What is the main focus of companies in the CX industry regarding automation according to the research by Cavell?
A: The main focus of companies in the CX industry is on empowering agents with Agent Assistance platforms rather than replacing them with fully automated systems.
Q: Will there be a huge reduction in contact centre agent numbers in the near future?
A: No, according to Cavell’s research, there will not be a huge reduction in contact centre agent numbers until after 2026.
Q: What is the next stage for companies in the automation journey, as mentioned in the report?
A: The next stage for companies in the automation journey will be using advanced data analytics to tailor customer journeys and building trust in the automated solutions with customers and employees alike.
Q: What is the forecasted total value of the UK CCaaS market by 2028?
A: The report forecasts that the total value of the UK CCaaS market will be worth $564m by 2028.
Q: What are some of the other trends highlighted in the CCaaS marketplace according to Cavell’s research?
A: The research also highlights trends like the continuing pressure of technology convergence, increased competition between non-traditional competitors, and the challenges of deploying complicated AI-enabled integrated technology solutions.
