Talkdesk Research Charts

Talkdesk Customer Research

How do you (or will you) measure the impact/ROI of applying AI technologies in your contact center? Please feel free to add your own.

Customer satisfaction improvement (CSAT, NPS scores)	50%
Agent productivity (reduction in AHT)	43%
Service Level adherence	41%
Agent satisfaction	40%
Agent time to value (reduced agent ramp time)	34%
Increased self-service rates (call deflection)	25%
Reduced costs	25%
Increased QA efficiency	20%
Reduced agent attrition	17%
Decreased authentication time	11%
None, not using/planning/evaluating at the present time	11%
Increased revenue (upsell/cross-sell)	10%
Other	0%

Talkdesk Customer Research

What decision criteria were/will be most important to you when evaluating AI solutions to solve customer service & support issues? Please feel free to add your own.

Easy to use (for admins, managers, and agents, no AI experts required)	60%
Easy to implement	56%
Integration with current technology stack	38%
Price	31%
Feature set	27%
Specific use cases (customer experience/support use case vs. marketing/sales)	21%
Low/no code tools	15%
Total cost of ownership	15%
None, not using/planning/evaluating at the present time	11%
Industry-specific use cases (Healthcare, Financial Services Cloud)	9%
Vendor relationship	8%
Natively built AI capabilities in a unified CX/contact center platform (no need for integrations)	7%
Vendor proof points/customer references	4%
AI only vendor	3%
Vendor market leadership	3%
Other	2%

Talkdesk Customer Research

If you have implemented an AI solution in your contact center, what were the primary criteria used for the business case to justify the investment? Please feel free to add your own.

AI solution was more cost-effective vs. adding headcount	29%
AHT (e.g., how long do agents spend on interactions, and specifically how much time is spent with the customer searching for information or putting the customer on hold while searching for information?)	28%
None, not using/planning/evaluating at the present time	27%
Self-service containment rate (e.g., how proficient is your IVR logic at resolving inquiries)	25%
Successful IVR authentication rates (e.g., how intelligent is your IVR at IDing callers?)	18%
% of misrouted calls (e.g., how accurate is your IVR at predicting intents and routing callers to the right resource?)	16%
Transfer rates (e.g., how often are agents ill-equipped to resolve an inquiry?)	16%
AI was only option to deliver solution	5%
Other	1%

Talkdesk Customer Research

Which of these primary customer service & support problems is AI helping you (or will help you) to solve? Please feel free to add your own.

Improve agent performance	53%
Help agents resolve issues quickly & correctly	45%
Increase customer self-service rate	44%
Identify causes of customer issues	29%
Quickly authenticate and connect customers to agents	21%
Optimize resources against demand	19%
None, not using/evaluating solutions that leverage AI to improve customer service & support / contact center processes at this time	12%
Score interactions at scale	9%
Mitigate the risk of a distributed workforce	6%
Train AI models powering automations in the contact center using agents with domain expertise	4%
Other	2%

Talkdesk Customer Research

What challenges were you experiencing that led you to evaluate AI solutions to improve customer service & support processes? Please feel free to add your own.

Meeting SLAs	30%
Elevated handle times	26%
Needed to expand/grow the business	26%
Needed to manage distributed workforce	20%
Needed to reduce costs	19%
None, not using/planning/evaluating at the present time	16%
Seeking competitive advantage	16%
Low self-service rate	15%
Agent attrition/satisfaction	13%
Low customer satisfaction	13%
Poor agent performance	12%
Needed to increase revenue	9%
Manual QM processes / needed to automatically score interactions at scale	8%
Needed to authentic customers faster	8%
Needed to improve contact center security	7%
Needed to train AI models with lower cost resources	2%
Other	4%

Talkdesk Customer Research

How has using Talkdesk impacted your day-to-day experience as a CX professional?

	Strongly Agree	Agree	Slightly Agree	Disagree
With Talkdesk, I have more information to make better decisions	27%	43%	23%	7%
With Talkdesk, I’m able to help my customers more effectively	18%	55%	23%	4%
With Talkdesk, I’m able to help my customers more efficiently	24%	46%	24%	6%
With Talkdesk, I can connect with customers anytime, anywhere	34%	47%	16%	3%

Talkdesk Customer Research

Improvements since implementing Talkdesk

	75% or more	50%-74%	25% to 49%	10%-24%	0 to 10%
Ability to meet SLAs	35%	24%	20%	15%	6%
Customer satisfaction improvement (CSAT, NPS scores)	26%	30%	18%	14%	12%
Agent satisfaction or productivity	33%	33%	14%	12%	8%
Handle/Resolution improvements	21%	32%	20%	15%	12%
Reduced Costs	10%	21%	20%	25%	24%

Talkdesk Customer Research

How do you measure the impact/success of the Talkdesk platform within your organization?

Agent experience (Agent Satisfaction and/ or Productivity)	82%
Ability to meet SLAs	56%
Customer experience (CSAT/NPS improvement)	54%
Cost savings	30%
Increased revenue	13%
Other	10%

Talkdesk Customer Research

Talkdesk Capabilities Most Important (during evaluation of new contact center solution)

Integrations with other technologies (e.g., Salesforce, Microsoft, ServiceNow, etc.)	62%
Ease of use	61%
Ease of customization & administration	60%
Support/Service	58%
Call quality	55%
Product feature set/functionality	48%
Value for investment	45%
Scale	37%
AI and automation capabilities	21%
Other	11%

Talkdesk Customer Research

Business Challenges Prior to implementing Talkdesk

Poor support/service	43%
Difficult/inability to integrate with other services/systems	42%
Lack of innovation	40%
Inability to scale	29%
Poor value for money	27%
Poor voice quality	27%
Difficult/inability to support hybrid/distributed/remote/WFM model	24%
Difficult to use	23%
Other	19%

TechValidate Research on Talkdesk

10 Charts