How to Implement CX Automation for a Frictionless Customer Journey

What is CX Automation and why It matters

Defining customer experience automation (CXA)

Customer experience automation (CXA) or CX automation is the use of technology, including chatbots, self-service portals, and other AI-powered tools, to elevate customer experience (CX) and increase agent capacity in contact centers. In simple terms, it means automating routine tasks so human agents can focus on more complex issues. It can significantly improve customer satisfaction, service quality and efficiency, while lowering costs.

Rising customer expectations for customer communication

As customer demand has increased, so has the need for consistent and frictionless customer relationship management across all touchpoints. Today’s consumers demand immediate response, along with personalized and seamless customer experiences across multiple channels, including calls, chat, email, or social media. According to a recent report on customer experience, 73 percent of consumers now prefer digital channels over phone calls, with double-digit growth in preference across all age groups. Additionally, 85 percent of customers report using at least two engagement channels in the past year, up from 66 percent the previous year.

To meet these rising expectations while managing operational costs, businesses are increasingly turning to customer experience automation and artificial intelligence (AI) as a strategic solution.

Creating automated workflows with AI-powered technology

AI now plays a central role in delivering scalable, personalized customer experiences. It’s no longer just about chatbots. In 2025, it’s about embedding AI into the entire customer journey, creating automated workflows and offering hyper-personalized experiences, while still maintaining a human touch. Businesses using customer experience automation are already seeing AI business outcomes, including tens of millions in savings.

Benefits of implementing CX Automation across customer engagement

Improve customer satisfaction with automation

As today’s consumers expect fast, seamless service, automated and streamlined customer interactions are key to meeting those expectations. One of the main benefits of customer experience automation is that it enables 24/7 customer support, immediate response to customer inquiries, and faster resolutions by handling routine queries through intelligent virtual assistants (IVAs) and self-service tools.

According to Verint’s State of Customer Experience Report 2025, 85 percent of consumers are either already using or open to using automation if it resolves their issue. Among younger customers, this number gets even higher: 96 percent of 18–34-year-olds prefer or are open to automated services. By delivering automated customer interactions, customer experience automation platforms not only reduce wait times but also boost customer satisfaction (CSAT). A mortgage lender increased net promoter score (NPS) from +3 to +39 through real-time agent coaching with Verint Coaching Bot.

Drive cost savings and improve efficiency

One of the most compelling customer experience automation benefits is its ability to dramatically reduce costs. By automating repetitive tasks, such as identity verification, appointment booking, or basic troubleshooting, businesses can reduce agent workload and minimize human error, delivering exceptional customer experience. Organizations implementing intelligent routing and seamless bot-to-human handoffs are seeing measurable gains in both operational efficiency and customer outcomes.

These optimizations allow agents to focus on high-value customer interactions, improving both productivity and morale while reducing operational costs. For example, a financial services firm reduced average call duration by 30 seconds, providing self-service history and context to agents with Verint Smart Transfer Bot.

Deliver personalization at scale

Delivering personalized CX at scale is no longer a luxury; it’s a competitive necessity. Customer experience automation powered by AI enables businesses to tailor interactions based on customer behavior, preferences, and history. Verint’s State of Customer Experience Report 2025 shows that 86 percent of consumers recognize the value of AI in enhancing customer experience, and many businesses are already generating millions in revenue by leveraging AI to deliver personalized, scalable service. This level of customization drives customer loyalty and long-term customer value.

For example:

• A leading bank uses AI-powered automated tools, such as the Verint Knowledge Automation Bot, to give customer service agents real-time knowledge to increase agent capacity.
• A healthcare organization dramatically improves transcription accuracy with the Verint Exact Transcription Bot, saving time and costs.
• A major telco reduced average call duration by 30 seconds while boosting sales with in-the-moment coaching provided by the Verint Coaching Bot.
• A national bank offers customers AI-driven self-service with Verint IVAs to significantly increase containment rates.

Step-by-step guide to implement CX Automation tools

Implementing customer experience automation doesn’t have to be overwhelming. With the right strategy and tools, businesses can unlock efficiency, personalization, and cost savings across the customer journey. Here’s a step-by-step guide to help you get started.

Step 1: Identify customer journey touchpoints to automate

Start with customer journey mapping. Audit the entire customer lifecycle to pinpoint where automation can add the most value. Use this simple framework:

• Map all customer interaction points (calls, chats, emails, feedback surveys, etc.)
• Identify high-volume, repetitive or routine tasks
• Flag areas with long wait times or inconsistent service.

Ideal touchpoints for automation include chat support, ticketing systems, post-interaction surveys, appointment scheduling, and more. Leading customer experience automation solutions can help organizations orchestrate work across bots and humans, enabling seamless automation of these touchpoints while maintaining service quality.

Step 2: Choose the right CX Automation tools

Selecting the right customer experience automation platform with best-of-breed tools is critical. Here’s a breakdown of common customer experience automation platforms:

• Chatbots and intelligent virtual assistants (IVAs): increase interaction containment rates across voice and digital channels and improve customer service agent capacity by automating workflows, and empower customers with instant customer support available 24/7.
• Traditional interactive voice response (IVR) systems and next-generation conversational AI (CAI) solutions: automate call handling and routing.
• Knowledge bases and knowledge management: provide human agents and customers with instant access to relevant information with self-service portals.
• AI-powered coaching bots: give your agents in-the-moment guidance when they need it, elevating their performance by offering next-best-action suggestions.
• Customer interaction wrap-ups: assist agents after each customer interaction by automatically summarizing interactions and reducing manual effort.
• Sentiment and voice of the customer analysis tools: leverage customer data, including tone and feedback in real time, to personalize responses and flag sensitive issues for escalation.
• Survey automation tools: trigger feedback surveys to collect key metrics like CSAT and NPS, enabling organizations to learn how satisfied customers are.

The variety of CX automation tools might look overwhelming, but you don’t need to implement all of them at once. Start with the touchpoint that will have the most impact, and then expand at your own pace. Market-leading customer experience automation software can easily integrate into your ecosystem, without disruption to existing operations, and can scale with your business needs.

Step 3: Train AI and human agents together

Automation works best when AI and human support team agents collaborate. Provide AI training to your CX teams to gain valuable insights about customer preferences, reduce manual efforts, and enhance customer engagement and service quality.

• Use existing customer data to train AI models.
• Involve agents in testing and refining automation flows.
• Provide ongoing coaching to both bots and humans.

Step 4: Monitor, optimize, and personalize

Once deployed, customer automation platforms should be continuously monitored and refined. For CX automation performance optimization, use A/B testing and customer feedback loops to fine-tune automation flows and personalize experiences. Track key performance indicators (KPIs) such as:

• First Response Time (FRT)
• Net Promoter Score (NPS)
• Customer Satisfaction (CSAT)
• Churn Rate

Best-of-breed CX automation providers enable businesses to start small, verify results, and expand as needed.

Real-world examples: Companies that successfully implemented CX Automation

Customer experience automation is transforming how organizations engage with customers across industries. By integrating AI-powered bots and intelligent workflows, companies are streamlining operations, reducing costs, and elevating customer satisfaction.

Below are three compelling CX automation use cases from retail, financial institutions, and healthcare, each showcasing how CX automation drives AI business outcomes.

Retail: Offering more seamless customer experience across the entire journey

Retailers are leveraging customer experience automation solutions to make the entire customer journey more seamless, including elevating in-store services and post-purchase experiences, especially around shipping updates, returns, and self-service.

• Appointment booking and queue management: companies like Virgin Media O2 enhance efficiency and minimize walkouts by enabling customers to schedule appointments and enter virtual queues with real-time wait information, eliminating the hassle of standing in physical queues.
• Shipping updates: automated notifications and real-time tracking can reduce customer queries and improve transparency.
• Returns and exchanges: retailers like Sur La Table can analyze CX by using website performance insights to detect friction points in the digital journey and resolve them in real time, increasing customer relationships and customer loyalty.
• Self-Service: IVAs can resolve common customer queries without support agent intervention, boosting containment rates and reducing support costs, just like they did for Volaris Airlines.

Solutions such as these can unify digital customer feedback, detect customer struggles, and act instantly to improve customer engagement.

Financial institutions: Improving compliance and response time

In highly regulated environments, banks and financial institutions are turning to customer experience automation to enhance compliance, accelerate support, and boost customer relationship management.

• Automated FAQs: CX automation solutions, like knowledge automation bots, help a leading bank reduce call durations and increase agent capacity by delivering AI-driven answers to agents and customers promptly from existing content sources.
• Automated quality management: AI-powered AQM tools can autoscore up to 100% of interactions across voice and digital channels. One financial services company uses them to proactively identify compliance risks and gaps in support agent behavior, improve coaching workflows, and reduce penalties associated with non-compliance.

Healthcare: Enhancing appointment booking and follow-ups

Healthcare providers and insurers are adopting customer experience automation to improve patient engagement and operational efficiency. With advanced CX automation tools, they can unify digital and physical channels, personalize service, and streamline workflows.

• HIPAA-Compliant chatbots: IVAs offer secure, conversational interfaces for scheduling and inquiries, ensuring compliance and privacy.
• SMS reminders: automated appointment reminders via text to reduce no-show rates and improve patient outcomes.
• Omnichannel booking: Digital appointment booking solutions enable patients to schedule visits online, in-person, or via video, with tailored reminders and seamless follow-ups.

Common challenges when implementing CX Automation (and how to solve them)

Even with the promise of streamlined operations and elevated customer experiences, automation comes with its own set of hurdles. Here are three common CX Automation challenges and how you can overcome them.

Lack of unified data across channels

Disconnected systems and siloed data can derail even the best automation efforts. Customer Data Platforms (CDPs) and integrated data platforms can help streamline automation by unifying customer data across voice, digital, and back-office channels. This enables your AI models and bots to act on complete, real-time insights.

Poor bot-to-human transitions

Another CX Automation challenge is that ineffective bot-to-human transfers hurt customer relationships and increase support costs. The best way to avoid that is to ensure seamless escalation by sharing context-rich interaction summaries with your human agents and putting fallback flows and escalation protocols in place.

Advanced CXA providers, like Verint, have proven solutions for these, including intelligent transfer bots and IVAs, to provide seamless transitions from self-service to assisted support and to increase customer retention.

Inadequate training and governance

Unified data and seamless bot-to-agent transitions are important, but not sufficient on their own to tackle all CX Automation challenges. Without ongoing oversight, automation efforts can easily drift from business goals. Cross-functional alignment, supported by intelligent coaching solutions, is key to maintaining consistent performance and driving real business outcomes.

How Verint supports CX Automation implementation

Verint CX Automation goes beyond experimenting with AI. It’s about enabling smarter, AI-powered customer experiences and delivering tangible AI business outcomes, now. The Verint Open Platform is cloud-native, built to increase CX Automation in your contact center, reducing costs while elevating CX.

Verint empowers organizations with deep analytics, giving visibility into every customer behavior and interaction to uncover actionable insights. The omnichannel automation connects touchpoints across voice, chat, and digital channels, ensuring seamless customer communications regardless of how they engage. Meanwhile, Verint Workforce Engagement tools keep agents aligned, agile, and prepared to answer customer requests at scale and deliver consistent, high-quality service.

Explore how Verint helps enterprises simplify CX Automation