Overview
As innovation in the customer experience (CX) platforms space accelerates, customer satisfaction is paradoxically declining. According to the Institute of Customer Service, many AI implementations have prioritized cost-cutting over enhancing the CX. This approach is understandable: given that 80 to 90% of customer service costs are tied to labor, AI-driven automation and self-service offer massive savings. In Latin America, some organizations have already reduced agent headcount by 10 to 20%.
