At the recently concluded Daktela event in London, “AI IN ACTION: Real-World Strategies for Customer (CX) and Employee Experience (EX),” attendees learned how artificial intelligence (AI) is transforming both customer and employee experiences. These two groups and their satisfaction represent the foundation and true measure of a company’s success.
During the conference, Katie Stabler, a CCX and international Customer Experience expert from Cultivate (UK), shared her professional insights. She emphasized that the human factor, or correlation with people, is directly tied to successful AI implementation. “The latest research from the Qualtrics platform shows that 62% of users prefer a ‘human approach’ or human interaction with companies and their representatives. It’s concerning that over 45% of respondents expressed dissatisfaction with interactions with company employees. This is the percentage of people who would gladly switch companies after a poor experience. The implications for business growth are crystal clear,” she noted.
Companies are increasingly finding solutions to this issue through the introduction and application of AI. In London, we learned that 30% of client conversations with companies are handled via chatbots and AI. If satisfied with previous experiences, 40% of users prefer chatbot communication. Simultaneously, employees dedicate 64% of their working time to solving complex issues. For companies, this means that employees’ time and energy are directed toward intricate processes, which, in this case, are made possible through the use of advanced technology and AI (source: HUBSPOT). Concrete benefits include increased accuracy of information, 24/7/365 availability, employee satisfaction due to more time for education and development, and protection from repetitive, monotonous tasks.
Ondrej Pohl, from the technology company Daktela, which has an in-house AI development team, mentioned that companies using their tools are ready to experiment with new AI advancements. “They understand that these business improvements lead to a stronger market position. Eighty percent of companies that have implemented AI are extremely satisfied with the results so far, as these show clear improvements in both processes and satisfaction among customers and employees within their systems,” emphasized Pohl.
The conclusion of the event is that for high-quality AI implementation, a healthy system structure and the active involvement of employees are essential. It is crucial to listen to and apply the insights of those who will ultimately be the end-users of AI and to seize the opportunity to stay ahead of increasingly fierce competition with its help.
