Artificial intelligence (AI) is already beginning to transform the customer experience in Australia, according to a study by Freshworks, which describes itself as a “customer engagement specialist”.
The survey of some 500 business leaders found that almost two thirds of Australian businesses are currently using some or all of AI. About a quarter say AI plays a regular role in their business, and 76 percent plan to expand their usage by 2025. Other findings:
More than one in three Australian businesses are already deriving revenue from the use of AI in customer experiences;
About half of Down Under businesses have already appointed a chief AI officer – or plan to do so in the next 24 months; and
Almost one third believe AI could reduce their workforce by 30-50pc – and 12pc think the cut might be more like 50-70pc.
Still, “it’s clear that the industry is excited about AI,” says Freshworks GM Sreelesh Pillai. “AI will augment human output, allowing businesses to deliver a more personalised customer experience in an efficient and effective way.”
