Report: Most Companies Can’t Measure Returns On Customer Service AI
By CU Today Staff —
PALO ALTO, Calif.—Financial institutions and other companies are rapidly deploying artificial intelligence across customer service operations, but few can demonstrate that those investments are producing measurable business results, according to a new Talkdesk report.
The survey found 98% of organizations have deployed AI somewhere in the customer journey, yet just 15% combine agentic AI with cross-departmental orchestration capable of resolving customer needs from start to finish. Only 5% can quantify AI’s effect on business outcomes, while disconnected systems and legacy infrastructure remain obstacles for 45% and 44% of respondents, respectively.
Those shortcomings can leave customer requests unfinished and shift work back to employees, the report said. Although 64% use specialized AI agents, only 35% retain customer context as interactions move between systems. Human agents consequently spend an average 28% of their time switching systems, re-entering information and searching for customer details.
The potential payoff is substantial: Organizations combining agentic AI with cross-departmental orchestration were four times more likely to report major gains in customer-satisfaction or Net Promoter Scores. Talkdesk commissioned NewtonX to survey 252 senior decision-makers responsible for customer experience, technology, operations or AI strategy at mid-market and enterprise organizations, including financial-services firms.
Originally reported by CU Today.