自动化在行动：人工智能时代的运营效率

Operational efficiency in the age of AI agents New research reveals how automation is reshaping business performance, INSIDE Foreword Contents Artificial intelligence (AI) agents and automation areno longer on the horizon. They’re already reshapingcustomer experience (CX). As customer expectationsfor fast, seamless and personalized support continue to rules of engagement. These technologies are not onlyaddressing operational pain points, such as high attritionrates, labor shortages and limited budgets, but also Foreword and about the respondentspage 2 CX tech in focus: Current tools, future techand budget priorities This report, based on original research byCX Network,explores how automation is driving operationalefficiency and revolutionizing CX. Through original surveydata, expert commentary and in-depth case studies AI is disrupting nearly every industry, and CX is atthe forefront of this transformation. From intelligentchatbots to generative AI that empowers agents with Overcoming the challenges of AI andautomation The rise of the intelligent agent and thefuture of CX Conclusionpage 21 About NiCEpage 22 About CX Networkpage 23 About the respondents To establish the trends in this report,CX Networksurveyed members in select locationsover the course of June 2025. In total, the survey was completed by 176 practitionersand to contextualize the findings, this report details locations, departments, seniority About the respondents IN THE NEXT SECTION:Discover how AI and automation are already CX tech in focus: Current tools, future tech and budget priorities As the demand for exceptional and efficient CX growsexponentially so does the pressure to bring down costs.This dichotomy is a challenge for companies that wantto elevate customers, leverage advanced technology modern chatbots use advanced language modelsbut remain focused on conversation rather thanautonomous task execution. While they may resemble Figure 5 How much of your organization’sbudget is allocated to AI and/or RPA initiatives in the upcoming Robotic process automation (RPA)– Technology thatuses software bots to automate repetitive, rule-basedtasks traditionally performed by humans. RPA focuses Companies are still cautious with 39 percent ofrespondents allocating less than 10 percent of the Of the 176 respondents, more than half (51 percent)said they are currently utilizing both AI and RPA withinCX operations. What is interesting is that the secondmost popular response (21 percent) was no, indicating Equipping customer support with technology is the first Agentic AI/AI agents– Autonomous AI systems thatachieve complex goals by coordinating specializedtools and workflows. The term includes both individualagents (e.g., billing lookups, email sending, data “No algorithm can replicate theempathy and emotional intelligence Shannon Nguyen, senior solutions engineer,digital, APAC at NiCE AI Chatbots– Conversational AI systems designed forinteractive dialogue. Unlike traditional scripted bots, Of those who were already using AI and/or RPA, themajority, at more than 70 percent, are using AI-powered chatbots/virtual assistants. RPA for back- percent of respondents selecting it. With less than halfof respondents using them, AI agents, agent assistants Figure 6 Does your organization currently utilize AIand/or RPA (robotic process automation) Figure 7 Specify which technologies you are currently using. Figure 8 and Figure 9 demonstrate an interestingcontrast. AI-powered chatbots/virtual assistants arestill the most popular with respondents. However, asthey are planning for the year ahead, members of theCX community in Asia-Pacific are also interested in AI “The fundamental tension between customerexperience excellence and operational efficiency isn’tjust a resource allocation problem – it’s a strategic trap that reveals deeper organizational blind spots,”says Jaslyin Qiyu, managing director at Mad About Figure 8 Specify which technologies you areplanning to use in the next 12 months. Qiyu specifically addresses the following challenges: When balancing CX excellence with efficiency,technologies can help or fall short. Sometimes, thestrategists overseeing technology adoption can have The ROI measurementgap remains the most persistentobstacle. CX investments resist traditional financialmetrics, while efficiency gains offer immediate,quantifiable returns. This creates a predictable bias “Fulfillment is no longer just anoutcome. It’s an ongoing experience.”Nao Anthony, senior manager operationalexcellence at Commonwealth Bank Systems integration chaoscontinues to plagueeven well-funded transformation efforts. Legacyplatforms create operational friction that cascades The automation promiseproves elusive for mostorganizations. Push too hard toward automatedsolutions, and you alienate customers who value humanconnection. Under-automate, and you’re burning customer service agents to get the gist of previouscustomer in