India, September: Kapture CX, a leading AI-powered customer experience platform, recently surveyed contact center professionals to explore the most sought-after AI use cases in customer support & automation. The survey findings highlight the growing interest in AI’s potential to enhance decision-making, operational efficiency, and customer satisfaction.

In a world where customers expect personalized, instant responses, AI has emerged as a game-changer in CX, offering data-driven solutions to improve interactions and streamline processes. With 73% of consumers prioritizing customer experience when choosing a brand (per PWC), companies are increasingly turning to AI-powered tools to deliver empathetic and efficient support at scale.

According to the survey, ‘Sentiment Cognition & Analysis’ leads the pack, garnering 41% of the votes. By leveraging speech sentiment analytics, companies can better understand customer emotions in real-time and provide tailored responses. Generative AI-powered language models (LLMs) are being used to further personalize interactions, ensuring customers feel heard and valued. As customer expectations evolve, identifying their sentiments is crucial for delivering a more “human” support experience that enhances satisfaction. Kapture’s real time customer sentiment analysis empowers agents to detect emotions in real-time, allowing them to deliver personalized support and their intelligent self-serve bots create empathetic, industry-specific conversations that ensure customers feel understood and valued, even without direct human interaction.

‘Routing and Support Optimization’ chosen by 25% of respondents, also stands out for its ability to streamline customer support by intelligently matching customers with the most suitable agents. AI-driven routing systems, trained on vast datasets, can significantly reduce resolution times and improve service quality. A prominent industry report highlights that 83% of customers demand quick, seamless service across channels, and thus, intelligent routing has become essential for meeting these expectations while boosting operational efficiency. Kapture CX’s Smart Ticket Routing harnesses AI-driven algorithms to match customers with the most suitable agents, ensuring faster resolutions and enhanced service quality.

Commenting on the survey results, Sheshgiri Kamath, co-founder and CEO of Kapture CX, noted, “The growing adoption of AI in customer experience is driven by the need for personalization and efficiency at scale. AI is helping businesses transform their operations, meet rising customer expectations, and deliver exceptional CX. This is just the beginning – AI will continue to shape the future of customer experience.”

Another notable trend is the rise of “Self-Service Chatbots”, also selected by 15% of participants. AI-powered chatbots are transforming customer service by providing 24/7 support, allowing customers to resolve issues independently. This self-service approach not only reduces ticket volumes but also enhances customer satisfaction by delivering fast, personalized experiences. With 45% of customers likely to switch brands if they don’t receive individualized service (per Gartner), chatbots are helping companies meet this demand. Kapture CX’s Self Serve 2.0 is revolutionizing customer support by offering AI-powered, 24/7 self-service solutions that empower customers to resolve issues independently and efficiently. Equipped with advanced Gen AI and vertical LLMs, Self Serve 2.0 delivers fast, personalized, and context-aware experiences.

Rounding out the survey findings, Quality Assurance (QA) and Automated Call Summaries, with 19% of votes, highlight growing demand for AI in optimizing post-resolution processes. AI-powered call summaries allow agents to move seamlessly to the next ticket without manually entering notes, and in cases where agents forget to log details, the AI automatically creates notes, ensuring the next agent can pick up the conversation seamlessly. Auto QA helps by automatically evaluating customer interactions for quality, ensuring consistent service standards, identifying coaching opportunities, and freeing up time for supervisors to focus on higher-value tasks. Kapture CX’s Auto Ticket Summary automatically generates comprehensive interaction summaries, allowing agents to quickly move to the next ticket without manual input. Kapture CX’s Auto QA evaluates customer interactions for quality, ensuring consistent service standards and identifying areas for coaching, freeing supervisors to focus on higher-value tasks.

Sheshgiri also added “We are seeing a growing demand for AI solutions as customer service leaders are increasingly focused on supporting their support agents but also delivering exceptional customer experiences. Leaders today understand that providing both efficiently, while driving cost savings, is only possible with AI. We’ve been able to deliver significant results for leading brands across the country, and the benefits of AI in customer experience are very tangible.”

The survey results underscore AI’s critical role in improving customer satisfaction, reducing operational costs, and generating data-driven insights for better decision-making. As companies strive to stay competitive in a customer-centric world, integrating AI technologies seamlessly into their processes will be essential for long-term success.