The current chasm between customer reality and expectation is a billion-dollar inefficiency waiting to be exploited.
Parloa had a hypothesis
Despite all of the hype around agentic customer experience (CX), few enterprises are actually using it to deliver better customer experiences. Most global enterprises still treat service channels as cost centers rather than the massive revenue-generating opportunities agentic CX offers.
Key findings
Uncomfortable Truth #1
43% of company websites fail to provide customers with a clear path to support.
Uncomfortable Truth #2
Less than 10% of all chat conversations reached the original goal.
Uncomfortable Truth #3
99% of voice systems experiences rely on decades-old automation (or none at all).
Uncomfortable Truth #4
Only 1% of CX systems successfully managed agent-to-agent interactions.
Download the full report
The state of CX today represents a massive opportunity for enterprises. While most businesses are deflecting callers and confining customers to broken chat loops, businesses that harness the power of agentic CX to deliver more reliable service experiences will stop managing costs and start winning the market.
Learn more about what we found, how you stack up, and how to capitalize on this massive opportunity.
