As customer expectations for personalised, fast, and efficient service continue to rise, AI has become a crucial tool for businesses looking to improve customer experience (CX). In this context, a recent survey by Kapture CX, an AI-powered customer experience platform, reveals key insights into how contact centres are leveraging AI to optimise their operations and enhance service delivery.
The Kapture CX survey found that 41% of industry professionals identified Sentiment Cognition & Analysis as the top AI use case in customer service. This technology allows businesses to analyse customer emotions in real-time, enabling agents to respond in a more personalised and empathetic manner. By detecting sentiment during conversations, companies can ensure that their customers feel heard and understood, which in turn improves satisfaction levels. Kapture CX’s real-time sentiment analysis tools allow agents to tailor their interactions based on customer emotions, providing a more ‘human’ support experience.
Following this, Routing and Support Optimisation was selected by 25% of respondents as another key AI application. AI-driven routing systems help to intelligently match customers with the most suitable agents, cutting down response times and enhancing the overall quality of service. Kapture CX’s Smart Ticket Routing system uses AI-powered algorithms to streamline support and ensure that customers are connected with the right agents to resolve their queries efficiently.
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Self-service chatbots ranked as the third most popular AI use case, with 15% of participants recognising the value of these tools. AI-powered chatbots enable businesses to offer 24/7 support, allowing customers to resolve their issues independently, which reduces the volume of tickets requiring human intervention. Kapture CX’s Self Serve 2.0 provides context-aware, personalised self-service experiences that enhance customer satisfaction while reducing operational burdens.
“The growing adoption of AI in customer experience is driven by the need for personalization and efficiency at scale. AI is helping businesses transform their operations, meet rising customer expectations, and deliver exceptional CX. This is just the beginning – AI will continue to shape the future of customer experience,” Sheshgiri Kamath, co-founder and CEO, Kapture CX, said.
Rounding out the list, Quality Assurance (QA) and Automated Call Summaries, supported by 19% of respondents, highlight the growing use of AI to optimise post-resolution processes. Kapture CX’s Auto Ticket Summary tool generates comprehensive summaries of customer interactions, allowing agents to move quickly from one ticket to the next. The platform’s Auto QA feature evaluates the quality of customer interactions, ensuring consistent service standards and identifying areas for improvement without the need for manual oversight.
These findings from the Kapture CX survey underscore the increasing reliance on AI to deliver faster, more personalised, and more efficient customer service. As AI technologies evolve, they are becoming essential tools for companies aiming to meet the high expectations of today’s customers.
“We are seeing a growing demand for AI solutions as customer service leaders are increasingly focused on supporting their support agents but also delivering exceptional customer experiences. Leaders today understand that providing both efficiently, while driving cost savings, is only possible with AI. We’ve been able to deliver significant results for leading brands across the country, and the benefits of AI in customer experience are very tangible,” Sheshgiri added.
