Over half of businesses are increasing their spend on the technology.
Given that CX leaders who are already utilizing AI feel more confident about meeting future self-service needs, it’s no surprise that 89% of businesses using AI-powered IVAs plan to maintain or increase their spending over the next 12 months.
This suggests that businesses are seeing a return on their investment and are continuing to invest further to increase interaction containment and first contact resolution rates, helping to improve agent capacity.