Seventy-Six Percent of CX Managers will Outsource Generative AI: Everest Group
Most CX managers intend to outsource, at least partially, their generative AI programs, citing limited inhouse expertise, cost considerations and time-to-market. Almost half the 200 managers surveyed expect to deploy generative AI in non-voice customer support environments, with text generation identified as the highest use case for the technology. Forty-six percent are piloting or deploying text generation; code generation is in close second place (45%).