The tangible benefits of AI in CX

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Over the last six months, Nucleus has engaged with more than 20 business leaders across customer support, sales, and marketing to understand the tangible benefits of integrating AI technologies into customer experience (CX) systems. AI, particularly generative AI and large language models (LLMs), has emerged as a critical driver of value, breaking the ROI stagnation seen in traditional CX implementations. Nucleus found that organizations leveraging AI in CX have improved automated resolution rates by 21 percent on average, and reduced response times by 14 percent. Users also reported benefits including an 18 percent increase in service agent efficiency, and a seven percent average decrease in overhead costs.

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