AI in CX Benchmark Report 2024

The 2024 AI in CX Benchmark Report is meant to provide actionable data and insights on the AI trends, strategies, and practices that matter most to you and your customers.

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Curious about how you compare to your industry competitors?

Metrics explored range from deflection rate, cost per resolution, customer satisfaction to Net Promoter score. Encompassing over two dozen findings, the report serves as a roadmap to help leaders answer key questions about the right way to deploy GenAI for their customer service organization.

AI works. And it's here to stay.

Companies who are utilizing generative AI as part of their CX process are achieving better stats across the board.

The type of AI you choose matters.

Not all AI is created equal. Find out the impact the type of AI you use has on your metrics.

Not all industries achieve the same results.

We measured across 15+ industries to see the impact using AI or not using AI has on their metrics.

“Given the size of the customer service space and the speed of AI innovation, there’s a tremendous amount of noise about what to do and how to do it. By providing the first objective report on the use of GenAI in customer service, we’re providing the clarity our industry needs to move forward with confidence.”

Deon Nicholas

CEO, Forethought