The 2022 report outlines trends, opportunities and recommendations for organizations in various industries
Capacity, an AI-powered support automation platform, in collaboration with Hanover Research, today released its inaugural State of Support Automation report, highlighting key themes and trends that illuminate the current state of support automation.
The report includes insights from nearly 300 CIOs, VPs, directors and managers across the globe. Along with industry-agnostic enterprises, Capacity surveyed leaders across three primary domains – education, enterprise and mortgage. The report covers the ways companies are using support automation, key trends driving the adoption of automation, and what is considered successful support automation implementation across various industries.
“As we look toward the future of digital transformation, support automation will become a critical part of the technology stack for businesses aiming to improve both efficiency and the end-user experience,” said David Karandish, CEO of Capacity. “Putting your people first has never been more important. Support automation solutions enable you to do that through one cohesive platform, ensuring your people can do their best work.”
Key findings from the 2022 report include:
- 44% of organizations spend $100 or more per hour on customer support.
- 84% of organizations primarily use email to handle internal employee support.
- 65% of organizations measure the success of support automation by the efficiency it provides.
- 66% of executives say cost is the primary barrier to adopting new automation technology.
- 75% of executives plan to adopt a new support automation solution in the next six months.
“We exist in a decades-old workflow where it’s very paper and labor-intensive,” said Jodi Hall, President at Nationwide Mortgage Bank. “What AI can do is to help streamline processes. We want technology to remove redundancy and give our employees the ability to have more purposeful interactions with each other—and clients.”
Rising demand for better customer experience and IT support has left organizations struggling to provide adequate service levels while maintaining reasonable costs. By leveraging powerful automation capabilities, a support automation platform helps businesses achieve higher productivity levels, reducing operational expenses related to managing processes and giving back valuable time for strategic initiatives and employee focus.