70% of consumers see a clear gap forming between those that use AI well and those that don’t.
81% of customers believe AI is essential to modern customer service.
74% of consumers believe that AI that responds and understands their voice would increase their eXperience
According to the Zendesk CX Trends 2025 Report
Benefit:
Key metrics:
– CSAT score, positive ratings v negative ratings, benchmark
– Average Handle Time (AHT), agent touches
Benefit:
Key metrics:
– FRT, one-touch tickets, AHT, & agent touches
– Tickets backlog, reassignments, & solved
– ASAT & agent turnover
Benefit:
Key metrics:
– Implementation time
– TCO
– Payback
– Cost of maintaining current system