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MIT Global Survey: 90% of Companies Deploy Artificial Intelligence in the Customer Journey

New MIT Technology Review Insights Report Sponsored by Genesys Finds Global Brands Using AI Benefit from Increased Efficiency, Greater Brand Loyalty, and Notable Gains in Revenue

A global survey of nearly 600 executives across 18 countries reports nine out of ten firms use artificial intelligence (AI) solutions to improve the customer journey. Additionally, large companies with more than 30,000 employees were over 50% more likely to have made major investments in AI for front-line customer interactions and analytics.

Humans + bots: Tension and opportunity How top global brands blend human skills and AI to build customer intimacy and drive growth, is a new report from MIT Technology Review Insights, sponsored by Genesys ( It analyzes how businesses use AI in customer experience and examines the resulting business performance and return on investment (ROI). The survey polled small to large-sized companies, with nearly half of respondents from large organizations with over $5 billion in revenue. One-quarter of those surveyed are based in North America.

Read More: Microsoft and Nielsen Accelerate Retail Innovation Through Data and AI; Announce Strategic Alliance

The report also includes a series of interviews with senior leaders in customer experience roles at companies such as San Francisco-based Sutter Health, Calgary-based Telus, Cielo, Next, Orange Bank, Rakuten, Seguros Monterrey New York Life, Taobao (Alibaba), and Telstra.

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Large Upticks in Efficiency

Respondents note that AI dramatically improves the efficiency, processing speed and transaction volume of customer interactions. Almost 90% of companies report faster complaint resolution, and over 80% say they enhance call volume processing using AI. Additionally, the average respondent indicates that between 25% and 50% of all inquiries are now completely resolved through automated channels, leaving agents with more time to handle complex tasks.

“Businesses win big when they deploy AI to handle simple, repetitive tasks, saving human resources for more complicated or emotional customer needs,” said Merijn te Booij, chief marketing officer for Genesys. “Pairing automation and machine learning with live agents leads to happier customers, more satisfied employees and not to mention financial rewards.”

Read More: Interview with Pascal Kaufmann, Founder & President, Mindfire

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