Welcome back to the Contact Center AI Association’s Weekly Primer.

This edition focuses on:

1. Real World Data Revealing the Benefits of AI in Customer Service

2. Job Opportunities for CX Leaders

3. Q1 In-person meeting in San Jose, CA

1. Real World Data Revealing the Benefits of AI in Customer Service

A recent study provides valuable insights for CX leaders by analyzing the real-world deployment of a generative AI assistant for customer service representatives. The study, which tracked over 5,000 agents, found that AI assistance led to a 15% increase in productivity, with the largest benefits observed among less-experienced and lower-skilled workers. These agents were able to resolve issues faster and more effectively, reaching proficiency levels comparable to more tenured employees.

The study also found that AI assistance improves customer interactions, leading to more polite conversations and fewer requests for managerial escalation. Employees reported a reduction in stress, as AI-generated recommendations helped them handle difficult customer interactions. Additionally, AI exposure led to worker learning, with agents retaining performance improvements even when the AI system experienced outages.

However, the study highlights trade-offs and long-term considerations. While AI helps standardize best practices, the most skilled agents saw smaller productivity gains, with some experiencing slight declines in conversation quality.The paper raises concerns that AI reliance might reduce the quality of human-generated training data over time, potentially diminishing the effectiveness of future AI models.

For CX leaders, these findings suggest that AI can enhance operational efficiency and customer experience when thoughtfully integrated. However, businesses should balance AI automation with strategies that preserve human expertise and encourage long-term workforce development.

2 Noteworthy Job Opportunities for CX Leaders

1. Director of Customer Experience Operations, Metropolis Technologies

Metropolis Technologies is looking for an individual who is responsible for leading and optimizing customer experience (CX) strategies, ensuring seamless service delivery, and driving operational efficiencies.

This is a full-time hybrid position.

Check out the full job posting and apply here: https://www.linkedin.com/jobs/search/?currentJobId=4150537451&f_TPR=r604800&geoId=103644278&keywords=Customer Experience Director&origin=JOB_SEARCH_PAGE_JOB_FILTER&refresh=true

2. Director of Client Experience, Louis Vuitton

Louis Vuitton is looking for an individual who will lead a group of Senior Managers responsible for correspondence and inbound call handling teams at their Client Service Center.

This is a full-time on-site position located in Irving, TX.

Check out the full job posting and apply here: https://www.linkedin.com/jobs/search/?currentJobId=4149643367&f_TPR=r604800&geoId=103644278&keywords=Customer Experience Director&origin=JOB_SEARCH_PAGE_JOB_FILTER&refresh=true

3. CCAIA’s Q1 In-Person Meeting on March 21

Join us for the CCAIA Q1 In-Person Meeting in San Jose, CA, on March 21.

The Boardroom-style meeting will focus on "Learning from Launches." CX leaders will exchange insights from implementing AI in their operations.

There will also be a Q1 legal update narrowly focused on new regulations and recent litigation involving the use of AI in customer support.

It's an education-packed 2‑hour meeting, followed by an early dinner.

There is no recording or broadcast of the meeting. This encourages open and honest conversations. We will distribute the distilled insights through this newsletter.

But there's only 15 spots.

You can apply to attend here: https://docs.google.com/forms/d/e/1FAIpQLSfzkD23SNTLdMuX4rRIoCNTLV6_gqOgcjusq4ZqAqTF45JNJA/viewform

Conclusion

Thank you for reading. We welcome your feedback. Feel free to respond with thoughts and questions.