A Talkdesk survey of more than 250 customer experience leaders found that most organisations cannot carry customer information from one system to the next, which limits what AI support tools can resolve on their own. Nearly two-thirds already run AI for specific tasks such as technical support or identifying callers, but only about a third keep that shared context. Compliance and security concerns were named as the most common barriers to automating service work.

• ~33% retain context across systems
• 45% blocked by disconnected systems
• 94% not using AI-assisted knowledge management
• 2% fully unified data