Talkdesk Research Chart: Talkdesk Customer Research

About This Data

This data was sourced directly from verified users of Talkdesk by TechValidate.

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Respondent Details

Statements from the following verified business professionals were used to create this chart:

	Company Size	Industry	Response
Customer Service Representative	Small Business	Media & Entertainment	AI solution was more cost-effective vs. adding headcount
Contact Center Agent	Medium Enterprise	Banking	AI solution was more cost-effective vs. adding headcount Successful IVR authentication rates (e.g., how intelligent is your IVR at IDing callers?) 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?)
Customer Service Representative	Medium Enterprise	Automotive & Transport	AI solution was more cost-effective vs. adding headcount Self-service containment rate (e.g., how proficient is your IVR logic at resolving inquiries) Successful IVR authentication rates (e.g., how intelligent is your IVR at IDing callers?)
Contact Center Supervisor	Small Business	Telecommunications Services	Successful IVR authentication rates (e.g., how intelligent is your IVR at IDing callers?) 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?)
CRM Administrator or Manager	Medium Enterprise	Financial Services	None, not using/planning/evaluating at the present time
Operations Manager	Medium Enterprise	Consumer Products	None, not using/planning/evaluating at the present time
COO	Small Business	Healthcare	None, not using/planning/evaluating at the present time
Help Desk Technician	Medium Enterprise	Telecommunications Equipment	Transfer rates (e.g., how often are agents ill-equipped to resolve an inquiry?) % of misrouted calls (e.g., how accurate is your IVR at predicting intents and routing callers to the right resource?) 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?)
IT Director or VP	Medium Enterprise	Healthcare	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?)
Contact Center Supervisor	Medium Enterprise	Financial Services	AI solution was more cost-effective vs. adding headcount Self-service containment rate (e.g., how proficient is your IVR logic at resolving inquiries)

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%

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