UK Trails Europe on AI Adoption

November 28, 20194min

The UK is trailing behind Europe in customer service as brands race to adopt AI technologies to transform how they engage with customers, according to new research.

Customer engagement software firm Freshworks found that just over half (54 percent) of UK senior decision makers state their business currently  uses AI – in areas such as chatbots, virtual assistants, Natural Language Processing (NLP), and facial recognition – for customer service departments, compared to 97 percent in the Netherlands, 86 percent in France, and 81 percent in Germany.

The company’s report, The Good, The Bot and The Customer Experience, shows that AI investment reached a record $1bn (£803.9m) in the first six months of 2019 according to Tech Nation, making the UK the third biggest AI market in the world behind the US and China.

However, this investment does not yet seem to be far-reaching for UK customer service. The Freshworks study, which surveyed over 800 senior decision makers in customer service departments, found that only 20 percent of UK businesses have invested more than £250,000 in AI for customer services in the last 12 months, compared to nearly half (46 percent) of German companies, 41 percent of French firms, and 35 percent of Dutch organisations.

Across all territories, chatbots (37 percent), NLP (34 percent) and Robotic Process Automation (31 percent) were the most popular AI technologies for businesses to be adopting to improve their customer service.

The report suggests people do not want to take on responsibility for bringing AI in to overhaul current systems. Over a quarter (26 percent) of senior decision makers in the UK claim no one is driving AI deployment within their customer service department. Yet, C-Suite executives are leading the integration of AI in the vast majority of Dutch, French, and German companies (97 percent, 95 percent, and 91 percent respectively).

Addressing the brand perception gap

The findings also suggest a large gap between business and consumer perceptions of how good their customer service actually is. Eighty percent of senior decision makers surveyed in the UK believe their customer service departments to be excellent, while only nine percent of UK consumers have no frustrations when dealing with customer service agents.

According to the research, a quarter (25 percent) of businesses are using AI to improve their customers’ experience of the brand, for example using AI-powered chatbots to resolve issues quickly by filtering through simple questions and channelling the trickier customer scenarios through to human service agents. Yet, one-in-four (25 percent) of the 1,871 British consumers surveyed who have previously used customer service channels said that being left on hold for too long is their biggest frustration.

UK General Manager at Freshworks, Simon Johnson, said: “Our research shows that British brands’ deep distrust in AI risks leaving them lagging behind Europe in their approach to customer service. It’s incredibly difficult for brands to keep up with consumers’ expectations, but it’s non-negotiable that they constantly evolve their technology to include AI and Machine Learning and approach to keep their customers engaged and happy.

“For those who get it right, it can be a game changer that distances them from the competition.”


Paul Ainsworth

Paul Ainsworth

Experienced Irish journalist and former newspaper editor now helming executive editorial duties with Customer Experience Magazine, the UK's premier online source for Customer Experience news, features, and opinion, along with its sister site, CXM World.




Inform. Inspire. Include.
A free way to improve your business.

Customer Experience Magazine is the online magazine packed full of industry news, blogs, features, reports, case studies, video bites and international stories all focusing on customer experience.


CONTACT US

CALL US ANYTIME


UK Trademark UK00002648900

EUIPO Trademark 018131832

Contact Information

For article submissions:
Editor
Paul Ainsworth
paul@cxm.co.uk

For general inquiries, advertising and partnership information:
aleksandar@awardsinternational.com
Tel: 0207 1932 428

For Advertising and Guest/Sponsored posts:
jovana@cxm.co.uk

For Masterclass enquiries:
danilo@cxm.co.uk
Tel: +44 20 86386491

Customer Experience Magazine Limited
Company number: 12450532
International House, 24 Holborn Viaduct,
United Kingdom, London, England, EC1A 2BN

JOBS IN CUSTOMER SUPPORT

Find a job in customer support with Jobsora


Newsletter


male enhancement: increased sex drive male enhancement exercises do they work my sex date when does the male body stop growing help turn me on sexually herbs for low testosterone cialis benefits l arginine benefits sexually instant male enhancement pills herbs effects cialis back pain mechanism can i make my penis thicker small penis therapy otc remedies for anxiety male enhancement oil do male enhancement pills work top selling male enhancement pills t drive supplement best energy pills 2020 what does free testosterone do gmc health store near me lumpy dick male products penile dysmorphic disorder natural sex gif iu urology male hidden cam penis enlargement pics penis pain causes penis numbing penis perfect huge penis head forhims coupon inject penis erection on demand reviews pandora redeem code red rocket pills side effects home remedies to keep a man hard male enhancement houston what determines dick size

cbd oil: cvs cbd endow in a sentence cbd oil locally hemp bombs cbd oil review can cbd oil help with coughing cbd oil for depression dosage cbd tachycardia cbd in medical terms puur cbd gummies cbd oil mexico boosted cbd reviews squib edible what is pn cbd oil arthritis inflammation fit tea postnatal cdp oil and gas r pod reviews and problems cbd oil for hair loss spectrum number near me non thc marijuana new age hemp nyt cbd oil consumer goods cbd snooze oil does cbd oil help with pancreatitis real cbd online michaels naturopathic programs cbd oil cbd flower buy cbd oil san antonio texas cbd store southern pines how much cbd oil per dose cbd oil maryville tn cbd oil sickle cell cbd cream 750 mg does cbd oil cause failed drug test hempys spring hill bocannaco cbd oil arizona cbd oil gold formula oral applicator cbd oil 500mg 40z definition chemical

vape: excision vape juice smok fit kit leaking reusable vape pen vapor proof light fixture vape cube mouth to lung tanks pocket vape mod variable voltage vaping devices why does my vape crackle and pop vape birmingham define vapor cloud 9 smoke shop vapor rub for coughs lung candy e juice ecig png evod ecig battery the mamasan geekvape nova vs voopoo drag red bull e cigarette liquid no flavor uwell mass vaping smok x priv 225w tc is non nicotine vaping bad for you voopoo targeting kids sourin drop juice vape coil tester tank atomizers vaping tiger best build for mech mod vapor pens for oils smok tfv8 glass tube vape lanyards smok tour atomizers e cigarette what is a uwell juice bank vaping vs cigarettes uwell crown ss ni legs smok t priv how to use voopoo drag with resin plates new vape

weight loss: mama june weight loss reveal liver and weight loss weight loss gym work out diet tips for weight loss weight loss medicine contrave weight loss pills cheap effective actor weight loss alex jones weight loss hcg weight loss atlanta weight loss plan for diabetics type 2 the weeknd weight loss quick weight loss for women over 50 weight loss from diabetes foods for weight loss dr oz juicing recipes weight loss healthy lunch foods for weight loss best waist trainer for weight loss 2019 phentermine diet pills walmart parkinson weight loss discount phentermine diet pills weight loss and detoxification boxing workout weight loss bangkok weight loss pills skinny pill reviews where can i get weight loss pills youtube weight loss stories extreme diet pills new surgeries for weight loss truvision diet pills side effects ultra fast garcinia side effects easy 100 diet pills weight loss sweat suits delganex diet pills john goodman weight loss mesomorph diet plan for weight loss easiest diet for weight loss diet products whey protein weight loss reviews cla safflower oil diet scam adnan sami weight loss