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

What happened

Talkdesk Inc., in partnership with NewtonX, surveyed 252 director-level-and-above leaders in customer experience, IT, operations and AI strategy at midmarket and enterprise organizations across four regions. The resulting benchmark (a standard test used to compare systems), […] The post AI in customer experience has an orchestration problem, not an adoption problem appeared first on SiliconANGLE .

, in partnership with NewtonX , surveyed 252 director-level-and-above leaders in customer experience, IT, operations and AI strategy at midmarket and enterprise organizations across four regions. The resulting benchmark, The State of Agentic Automation in CX, concludes that IT should reframe how it plans its next CX investment: Adoption is no longer a differentiator, and execution is the new battleground.

Ninety-eight percent of organizations use some form of AI in customer experience. Generative AI is at 74%, and scripted AI is at 65%.

But only 24% use agentic (AI that carries out multi-step tasks rather than answering one question) AI, which refers to systems that take a goal, reason through it, and act across systems. And just 15% pair agentic AI with the orchestration required to resolve a customer need end to end. Meanwhile, 81% are piloting or deploying AI agents, yet only 19% have scaled beyond a single use case, and nearly 80% have fewer than 10 AI automations in production.