Kore.ai, a leader in enterprise conversational and generative AI platform technology, has unveiled its annual Australian 2024 Agent Experience (AX) and Customer Experience (CX) Benchmark Reports, featuring historic findings that indicate the increased global acceptance of automation and self-service solutions.
The reports show that, for the first time, Australian customer service agents are prioritising advanced AI technology and automated tools over competitive salaries and a fair work environment.
Similarly, Australian consumers are increasingly embracing AI, valuing its precision and reliability. A key factor in this shift is the IVAs’ ability to offer around-the-clock assistance and smoothly transition between tasks without requiring repetitive information, significantly enhancing consumer satisfaction and comfort levels.
Australian consumers nominate accuracy (96%), ease of use (93%), and security (93%) as their top priorities when it comes to customer experience. Trust (90%) and friendliness (89%) also rated highly in the research.
Interestingly, having the ability to manage a variety of requests and topics in one interaction was highlighted by 83% of Australian survey respondents while 81% pointed to not having to repeat their story and current information during an interaction.
Of those surveyed, two-thirds (66%) of Australian consumers prefer advanced automated agents over basic AI tools. However, different generations have different expectations for customer service. Baby Boomers require absolute accuracy (100%) and robust security (93%). Gen X is also focused on accuracy (95%) and comprehensive issue resolution (90%). Millennials prioritise speed (92%) and minimising repetitive interactions (88%) while Gen Z values quick responses (86%).
Despite significant advances in AI-powered tools, the vast majority (88%) of Australian consumers still prefer to have the option to speak with a live agent for high complex, emotive and high value conversations.
Kore.ai. Australia and New Zealand vice president, Paul Rilstone said, “To improve customer experience, increase agent satisfaction, and optimise contact centre performance, leveraging AI-powered solutions is essential for businesses to stay ahead of the curve.
“Our latest research shows increased engagement and satisfaction with AI solutions among Australian agents and consumers. Adopting AI technologies in call centres not only enhances service quality for Australian consumers but also transforms agent roles by streamlining routine tasks and providing more fulfilling conversations.”