The Enterprise CX Stress Test: What Happens When Customers Actually Need Help?
Parloa put AI agents to work across 10,000+ enterprise websites, nearly 4,000 chats and 100 phone trees to find out
Your CX dashboard looks healthy. But can customers actually find help and get their problem resolved?
Parloa's research found a disconnect between how modern customer service looks and what customers can actually accomplish.
The numbers tell the story: 43.3% of major company websites show no visible phone number or chat option. Only 8.9% of chatbot interactions resolved the customer's issue, and just 10.1% of escalations reached a human. Looking ahead, only 1% of enterprises are structurally ready for agent-to-agent interactions.
On October 28, CMSWire and Parloa will dig into what's actually broken across enterprise CX and what CX and DX leaders should fix first.
What You'll Learn
- See where enterprise CX breaks down: Find out what AI agents encountered across web, chat and voice
- Look beneath the interface: See how modern experiences can still mask outdated infrastructure
- Put your own CX to the test: Take away a practical framework for auditing your web, chat and voice channels
