target audience: TECH SUPPLIER  Publication date: Oct 2023 - Document type: IDC Survey - Doc  Document number: # US51277723

Applications and Benefits of Generative AI in Customer Care Services: Australia, 2023

By:  Alison Close Loading


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This IDC Survey provides a perspective of Australian firms and decision makers of customer experience (CX)-managed services and their desired use of generative AI for customer support services. The presentation includes insights into the applications and use cases of generative AI for customer service support/contact center operations, perceived benefits to the agent, and overall customer experience and key decision makers for generative AI technologies in the contact center.

Data depicted in this presentation comes from IDC's 2023 Worldwide Customer Care Business Process Services Survey, which was fielded from May to June 2023. This study surveyed over 700 global buyers and decisions makers of outsourced customer care business process services with a representation across industries, company sizes, IT/LOB roles, and job titles. Respondents were asked questions pertaining to customer care/contact center business priorities and challenges, captive/in-house versus outsourced operations, services adoption, spend and digital investments, omni-channel and cloud/SaaS adoption, CCaaS metrics, generative AI, the metaverse, and gig CX.


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