75% of key decision-makers in the healthcare, insurance, and financial services industries are now “comfortable” incorporating AI and automation into customer-facing strategies or communications, according to research from Customer Experience Automation™ (CXA) pioneer Ushur.
The firm unveiled the compelling insight in its recent survey, which polled 200 U.S. executive and management decision-makers in the healthcare, insurance, and financial services industries.
The findings revealed a clear paradigm shift in customer communication and engagement strategies across the space, as the eagerness to adopt AI heightens.
Kashif Mahbub, Chief Marketing Officer at Ushur, explained, “The results of this survey confirm that business leaders in regulated industries are not interested in lagging behind when it comes to AI adoption. They are asking incisive questions about value delivery, privacy at scale, data security, and a transformed customer experience. AI and GenAI vendors had better start paying attention.”
The survey highlighted that 82% of participants recognise the substantial impact of intelligent automation platforms on knowledge work within their industries, deeming them highly valuable. Notably, 71% anticipate heightened customer satisfaction as a direct outcome of AI-powered automation. Cost savings and operational efficiency also stand out as key drivers, as indicated by an additional 71% of respondents.
Notably, security and privacy considerations have emerged as top priorities for executives, with 72% of respondents emphasising their pivotal role in decision-making regarding AI solutions.
Yvonne Daugherty, Global Head of Industries at Ushur, said, “When choosing an AI solution, leaders in regulated industries are looking for enterprise security, scalability and speed to streamline operations and enhance the customer experience. Ushur provides a Customer Experience Automation™ (CXA) platform that can intelligently automate entire customer journeys tailored to these industries, with rapid time-to-value.”
How Ushur can help
Top global brands trust Ushur’s AI-driven engagement for effective, secure communication and business success.
The firm has revolutionised the customer experience by automating processes, ensuring seamless engagements, and safeguarding customer data.
The Customer Experience Automation™ platform facilitates easy submission of personal details across channels, providing real-time updates. With minimal delays and friction, customers enjoy heightened engagement and satisfaction. Furthermore, Ushur’s pre-built experiences and user-friendly studio, powered by cutting-edge AI, empower regulated enterprises to innovate swiftly.
For more in-depth insights, you can download the full survey report titled “The State of AI-Powered Automation in Regulated Industries” here.
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