Metrigy’s 2024 report shows how AI is transforming customer and employee experiences by improving efficiency, reducing burnout, and boosting satisfaction. Companies using AI see 39% shorter calls, 5.8 minutes saved per interaction, and less after-call work. AI tools like chatbots, voicebots, and agent assist increase engagement, sales, and resolution rates. Generative AI helps create content, summaries, and real-time support, while predictive analytics and automation aid decision-making. Despite concerns over data quality and privacy, most firms expect positive CX outcomes. Success hinges on strategic AI use, human oversight, and clear service-level standards.

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