00:00I think if you look forward to 2030, what percentage of calls and what percentage of
00:05service requests are going to be handled by a human? 50 to 70 percent, according to McKinsey
00:12estimates, and now hovering on the north side of that, is going to be fielded by a digital agent.
00:19So you're looking at 70 percent of service work displacement that will happen by 2030.
00:25And the magnitude of that is tremendous.
00:28So what does that look like in practice?
00:32Well, in practice, if you look at the fourth largest utility in Northeast here, you find
00:37that 76.8 percent of their total inbound volume is being fielded by digital agents with an NPS
00:46characteristic that exceeds humans.
00:48What is that NPS?
00:49Net promoter score.
00:50So I mean, the customer sat, it's an indicator of customer satisfaction, which exceeds that
00:56of humans.
00:56So you're starting to see empirically there's unequivocal evidence that it is here, that
01:03digital technologies are able to resolve successfully in excess of 76 percent of inbound exceptions.
01:12we'll be right back.
01:13So, let's take a look.
01:19And we'll be right back.
01:20So, let's go.
Comments