Kore.ai has unveiled its Australian 2024 Agent Experience (AX) and Customer Experience (CX) Benchmark Reports, indicative of a notable shift in attitudes towards automation and self-service solutions in the Australian customer service landscape. This extensive survey, conducted in partnership with Farrell Insights, included responses from 400 customers and 200 agents across the nation.
The reports reveal that Australian customer service agents are increasingly prioritising advanced AI technology and automation tools over traditional incentives such as competitive salaries and fair working conditions. This marks a significant change in the service industry’s perspective, acknowledging the potential of AI to enhance both operational efficiency and job satisfaction.
Australian consumers are also showing a growing acceptance of AI's capabilities, particularly valuing intelligent virtual assistants (IVAs) for their round-the-clock availability and efficient management of tasks. These findings point towards an increasing consumer trust in AI technologies, which are now seen as reliable partners in the service process.
Key consumer findings from the report indicate that accuracy (96%), ease of use (93%), and security (93%) are at the forefront of customer priorities when it comes to AI interactions. Furthermore, trust also emerged as a crucial factor, with 90% of surveyed individuals rating it highly, while 89% emphasised the importance of friendliness in their interactions with customer service.
The survey highlights the evolving expectations and service demands of Australian consumers. For instance, 83% of respondents favour the ability to resolve multiple queries in a single interaction, while 81% value seamless continuity without the need to reiterate information. A significant 66% of consumers expressed a preference for advanced automated agents over basic AI solutions, a trend that is even stronger within the healthcare sector, where 73% favour intelligent responses to improve service quality.
Generational differences were also explored, unveiling varying expectations for customer service. Baby Boomers are particularly concerned with accuracy and security, while Generation X values both accuracy and comprehensive issue resolution. Millennials seek quick interactions, whereas Generation Z emphasizes the need for fast responses.
While the adoption of AI solutions is on the rise, a substantial 88% of Australians still prefer the option to connect with a live agent for more complex or emotionally charged issues, demonstrating that the human element remains vital in specific customer interactions.
For customer service agents, the desire to be recognised as a valued member of the team stood out, with 93% highlighting this as their top priority. Other significant concerns included having the right tools to alleviate customer frustrations (88%) and access to the latest technologies that assist agents (78%). Interestingly, while competitive pay was important for 75% of agents, many now prioritise meaningful support and modernised tools more highly.
Flexibility in remote working and the creation of a positive work environment were also significant considerations, with 78% of agents highlighting these as essential factors. Additionally, the desire for effective post-interaction data tools was expressed by 85% of agents, and 83% sought seamless transitions between customer modes, indicating a clear call for operational efficiency and adaptability.
Paul Rilstone, Vice President ANZ at Kore.ai, stated, "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." He added, "Indeed, 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. We aim for this research to guide organisations looking to elevate their service interactions with AI-powered automation."
The findings from these reports present a forward-looking view on AI automation within the Australian business landscape, highlighting both the opportunities and evolving expectations among consumers and agents alike.
Source: Noah Wire Services