AI in customer experience has an orchestration problem, not an adoption problem

A new benchmark finds AI adoption in customer service has outpaced actual results. SiliconANGLE reports on research from Talkdesk and NewtonX, surveying 252 senior leaders across customer experience, IT and AI strategy. Ninety-eight percent of organizations use AI in customer experience. But only 24% use agentic AI that can reason and act. Just 15% pair that with full orchestration across systems. Talkdesk's Pedro Andrade says routing work isn't the same as resolving it. Top barriers aren't the AI models themselves. They're compliance, security, disconnected systems and unclean data. Human agents lose 28% of their time switching between systems. Only 2% of organizations report fully unified data. And just 5% can clearly measure AI's business impact. Talkdesk's CEO calls this "a false sense of progress." Full article link in bio.