EY: Only 23% of surveyed organizations say they get high value from AI
EY's report finds that AI use in customer service is rising, but 44% of organizations say they see low or very low value from their investment.
What's happening
According to Social Samosa, EY's report finds that while AI use in customer service is rising, only 23% of surveyed organizations report seeing high or very high value from their investments. Another 33% say they see moderate value. Around 45% of the organizations seeing high value say improving customer experience is their primary objective for AI-led transformation.
Behind the number
EY's report is based on more than 100 survey responses and interviews with customer service leaders.
Whose desk it lands on
The executive responsible for customer experience. Which metrics do we use to measure the value we expect from our AI investment?
Our view
The CX Brief's interpretation, not a claim made by the source.
Using AI is not the same as getting value from it: adoption is rising, but organizations seeing high value remain a minority. Around 80% of the high-value organizations EY calls "Achievers" began adopting AI more than two years ago; the returns show up mostly among early adopters.
