Proactive AI Agents and Assistants: The Next Wave of Customer Experience

Author: Robin Gareiss, CEO and Principal Analyst

Not available for licensing.

Nearly 60% of companies proactively reach out to customers. The difference now is the value that AI adds to that activity. Of those companies that have adopted a proactive outreach strategy to customers, 59% reach out manually with live agents, 48% use rules-based automation, and 47% use dynamic, automated AI-powered outreach, according to Metrigy’s Customer Experience Optimization 2024-25 global study of 544 companies.

Table of Contents

• Defining ‘Proactive’ in CX
• Proactive Outreach to Customers Already Reached Tipping Point
• People More Important than Technology... for Now
• Benefits of Proactive Outreach + AI are Profound
• Three Strikes, You’re Out. Proactive Can Help
• Consumers Want Efficiency
• Proactive Can Happen Any Time
• Recommendations