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Enterprise leaders are constantly evaluating how technology can better serve the needs of their customers and employees.

As AI technology progresses, businesses recognize the massive potential to improve customer and employee experiences and positively impact their bottom line. That’s why more than half of leaders are investing accordingly, with plans to increase AI budgets in customer experience by at least 25% next year.

When used in the right places, AI significantly boosts efficiency and satisfaction across a business. For example, AI can automate many parts of a customer and employee journey, enabling faster response time without sacrificing personalized, human-centric experiences.

However, an important forethought for companies is determining where, exactly, to implement AI so that the technology can meet internal and external needs without causing extra work for employees or creating unnecessary frustration for customers who truly need to speak to a human. 

As quickly-scaling enterprises face pressure to minimize costs while driving value, those that figure o...