Research reveals historic shift as Australian contact centre agents and consumers increasingly prefer AI-driven solutions
Kore.ai, a leader in enterprise conversational and generative Artificial Intelligence (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.
Kore.ai commissioned the research to shed light on the impact of intelligent virtual assistants (IVAs) and contact centre AI solutions on customer interactions and agent job satisfaction. 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.
Kore.ai and research partner, Farrell Insights, surveyed 400 customers and 200 agents across Australia. The key findings are collated in the Kore.ai Agent Experience (AX) and Customer Experience (CX) Benchmark Reports 2024.
Key CX Findings Include:
- Shifting preferences: 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.
- Service demands: 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.
- Preference for smart AI solutions: Of those surveyed, 66% of Australian consumers prefer advanced automated agents over basic AI tools. In the healthcare sector, the proportion increased to 73%, emphasising the rising demand for intelligent solutions that enhance service quality.
- Generational service preferences revealed: In Australia, different generations have different expectations for customer service. Baby Boomers require absolute accuracy (100% of respondents) 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%).
- Human touch still matters: Despite significant advances in AI-powered tools, 88% of Australian consumers still prefer to have the option to speak with a live agent for those high complex, emotive and high value conversations.
Key AX Findings Include:
- Agent priorities: Australian customer service agents have clear priorities when it comes to their workplaces. Of those surveyed, 93% nominated being a valued team member as being what matters most to them.
Others included having tools to reduce customer frustration (88%), and access to the latest agent assistance tools and technology (78%). Interestingly, these rated above having a competitive salary or hourly pay rate (75%) as priorities. - Assistance tools: Australian agents also highlighted a desire to have the flexibility to work remotely (78%), and having a motivating work environment (78%).
- Post-interaction tools: Interestingly, 85% of agents also expressed a desire to have efficient post-interaction data tools while 83% are seeking seamless customer mode transitions.
“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,” said Paul Rilstone (pictured), Vice President ANZ, Kore.ai.
“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.”
