Talkdesk research indicates that while 98% of companies have integrated AI into customer service, only 15% utilize cross-departmental orchestration alongside agentic AI. The primary barriers to full implementation include compliance issues for 50% of firms, security concerns for 48%, and disconnected systems for 45%.
Pedro Andrade, vice president of AI at Talkdesk, defines Customer Experience Automation (CXA) as an operating model rather than a specific technology category. This approach focuses on coordinating a hybrid workforce of AI and human employees, integrating knowledge bases, and streamlining workflows to manage customer requests from start to finish.
Companies identified as CXA leaders report a 22% improvement in net promoter scores, compared to 5% for less mature adopters. The shift toward this model requires supervisors to monitor AI agents similarly to human staff, moving away from traditional metrics like average handle time toward total resolution time for customer issues.
The transition involves moving beyond reactive inbound call management toward proactive outreach, including service reminders and renewals. By automating the entire customer journey rather than isolated points of failure, businesses aim to address the underlying processes that lead to customer service calls.
