State of Customer Conversations 2024

Bridging the AI Gap

illustration of person walking through walls, representing key conversational AI trends from the State of Customer Conversations report that enhance customer experience

Nearly a quarter into the 21st century, we've seen digital shifts that at one time could only be imagined in science fiction. Within the past few years, we've seen AI accelerate this shift even more. That's why it comes as no surprise to see AI transform one of the most important skills humans have — conversation.

CIOs, leading the charge on digital transformation and consolidation, are tasked with finding opportunities for AI to have lasting impact and ROI. Integrating AI in customer conversations influences more than just the contact center — conversation data holds insights that fuel operational improvements and growth across the enterprise.

In our surveys of consumers and business leaders, we found both sides agree that convenient, accurate, and personalized conversations drive positive customer experiences — but there are significant differences in opinion when it comes to using AI to provide them.

Digging a little deeper led us to a conclusion we weren't exactly searching for — The AI Gap. There's a clear divide between consumers and business leaders when it comes to adoption, enthusiasm, and education around AI. Keep reading to learn more about the State of Customer Conversations in 2024 — and what it will take to bridge the AI gap.

Propelling change through The Conversational Flywheel

The ongoing shift away from the legacy call center to a conversational, digital customer service approach can be understood in terms of a flywheel that powers improvement over time. To get a holistic view, we've placed our survey results in this context — showing how data feeds into customer conversations, providing better data, resulting in better conversations, and so on.