90% Indian CX leaders believe generative AI will make digital interaction effective

Zendesk releases its annual Customer Experience (CX) Trends Report, which reveals a rapid shift towards intelligent CX. 90% of Indian CX leaders say generative AI will make all digital interaction effective.

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With 81% of CX leaders in India reporting that their teams are under intense pressure to use generative AI in CX, it appears that Indian businesses are beginning to realise the potential of this technology.

In this era, the shift to AI-driven services will create a significant divide between companies that use AI to create the best customer experiences and those that fall short on implementation, or worse, do not embrace AI at all. 

Businesses that can bridge this AI divide will completely transform the customer experience, delivering personalisation at scale and improving service quality while lowering costs. In India, 85% of CX leaders plan to increase their investment in generative AI for CX over the next year.

According to Adrian McDermott, chief technology officer at Zendesk, “We are on the verge of the most significant inflection point we’ve ever seen in CX. With the latest advances in AI, businesses will need to rethink the structure of everything, from their tech stacks to their teams to how they deliver support. Companies that thrive will shift to a much more intelligent CX strategy, using AI to manage volume, lower costs, increase quality, and ultimately improve customer satisfaction.”

Indian CX leaders are leading the way in generative AI adoption; an astounding 83% of them have already experimented with or integrated the technology into their customer journeys.