How to understand CX Trend 2

Introduction to CX Trend 2

Consumer confidence in AI agents hinges on how engaging, friendly, and human-like these agents become

Year after year, AI agents—powered by generative AI—are becoming more effective and efficient, demonstrating significant improvements in understanding and resolving complex issues, and driving positive business results. At the forefront, CX Trendsetters are readily adopting AI agents— at a rate more than four times higher than CX Traditionalists.

Unsurprisingly, CX Trendsetters lead in AI agent effectiveness, too. Our research shows that while both Trendsetters’ and Traditionalists’ AI agents have grown more effective year over year, the latter lags behind the former by a wide margin—49 percentage points.

Meanwhile, CX Trendsetters’ AI agent effectiveness continues to achieve new heights.Not only are CX Trendsetters leading the way in adopting and improving the effectiveness of AI agents, they’re also more focused on infusing them with the human-like traits customers desire most: friendliness, empathy, and creativity. Our research shows that CX Trendsetters are nearly two times more likely to prioritize human-like traits in AI agents versus Traditionalists.
And they’re reaping the benefits. Prioritizing human-like AI traits helps Trendsetters enhance customer interactions (think: personalized product recommendations), deliver on customer expectations, and further differentiate themselves from competitors.

Customer story - Siemens 

AI agents build consumer confidence, boost productivity by nearly 2X

The financial division of Siemens, Europe’s largest manufacturing company, leverages AI agents to not only respond instantly to customer requests, such as sending invoices, but also anticipate consumer needs.

Better overall visibility with Zendesk
Zendesk provides Siemens with that differentiator. Before engaging with Zendesk in 2019, agents were relying on email inboxes, spreadsheets, and other applications to track customer data. With Zendesk Enterprise Suite (which includes Custom Objects and Sunshine Conversations) as well as Support, Talk, Guide, and social messaging, agents now have a single, streamlined platform. Here they can view all customer data and can communicate with customers across channels.

What are the keys to stay ahead 

Prioritize and focus on evolving your bots to AI agents that can engage in personable interactions.
• Choose AI agents that possess human-like traits, such as friendliness, empathy, and creativity, which are highly valued by consumers—and a non- negotiable for staying competitive in the evolving CX landscape.