In this insightful session, Kayleigh Tait (Head of Marketing) and Ben O’Reilly (Training Specialist) share how to create an intelligent contract strategy by leveraging consumer behaviours to build trust and drive better results.

Our latest research explores how UK consumers feel about AI in customer interactions and what businesses need to know to enhance their contact strategies.

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Customer Expectations Are Higher Than Ever

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• 80% of customers expect businesses to anticipate their needs and provide personalised interactions.
• Businesses that fail to understand consumer preferences risk losing engagement and loyalty.

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The AI Acceptance Gap

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• Younger consumers are more comfortable with AI – 65% of 25–33-year-olds are happy to engage with AI-powered interactions.
• In contrast, only 27% of over-55s feel comfortable with AI, and 52% of them actively prefer human interaction.
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Human Connection Still Matters

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• Despite AI advancements, 60% of customers prefer speaking to a human agent for complex queries or emergencies.
• AI should enhance—not replace—the human element in customer interactions.
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Speed to Lead Directly Impacts Conversions

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• Businesses that respond within five minutes can achieve up to 70% conversion rates.
• Delays of 24 hours or more see conversion rates plummet to just 2%.
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Smart Data Usage Improves Efficiency

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• Intelligent contact routing ensures the right customers are connected with the right agents, leading to better engagement and resolution rates.

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Ready to Transform Your Contact Centre?

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Book a personalised demo to see how our solutions can help your team drive growth and improve operational efficiencies.

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Book Your Demo →

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