TECH SUPPLIER Sep 2019 - IDC Survey Spotlight - Doc # EUR145472319

In Which Customer-Facing Business Process Areas is AI Being Used or Planned for Use?

By: Gerry BrownResearch Director, European Software Group


This IDC Survey Spotlight contains an extract of results from IDC's major global artificial intelligence (AI) study of 2,473 organizations across North America, Asia/Pacific (excluding Japan), Europe, and Japan in May 2019. Its goal was to understand enterprise AI adoption and planned AI adoption to 2021. This document focuses on the results of 604 interviews with European organizations across nine Western European countries. It discusses current European AI adoption and adoption plans for the five customer-facing business functions: customer service and support, commerce, marketing, service delivery, and sales.

"AI is set to become ubiquitous in customer-facing business functions as efficiency gains and customer experience (CX) improvements from AI become clear to enterprise purchasers," said Gerry Brown, CX research director, IDC Europe. "This document looks at the views of central purchasers of AI in medium-sized and large enterprises in Europe. Additional local departmental purchasing of AI by customer-facing business units is also highly likely as AI is injected into standard CX and customer relationship management (CRM) applications by vendors and AI emerges as the new user interface (UI) for the modern enterprise."


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