target audience: TECH SUPPLIER Publication date: Mar 2023 - Document type: IDC Survey Spotlight - Doc Document number: # US50109823
ChatGPT Juggernaut Timed Perfectly for Customer Service and Contact Center Demand: Analytics Skills in Short Supply
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Abstract
This IDC Survey Spotlight reflects the levels of difficulty organizations experience in acquiring needed skills across a variety of analytics capabilities. This has implications for organizations to absorb the various artificial intelligence (AI) applications and tools available to contact centers and the customer care environment. The document contains data from IDC's Future Enterprise Resiliency and Spending (FERS) Survey, Wave 1, conducted in February 2023. The survey solicited replies from 985 respondents across the United States, Europe, and Asia/Pacific (excluding Japan), as well as across a range of industries.
"The market receptivity, both applications suppliers and end-user organizations, demonstrates the pent-up demand and requirement for AI with demonstratable use cases." — Mary Wardley, program vice president, Customer Service and Contact Center, IDC