Delivering a great customer experience (CX) is a critical competitive differentiator for any marketing professional. Artificial intelligence (AI) has gained a reputation for being a key enabler in providing seamless experiences consumers want.
According to a Call Miner survey, more than 75 percent of decision-makers believe AI and self-service technology innovations are among the most significant CX and customer growth factors.
AI can help organisations make better CX decisions by proactively improving how agents interact with customers, predicting patterns in customer service queries, and more. However, when deciding how to implement AI technology, organisations frequently forget that AI is just one aspect of the overall CX equation.
Customers are seeking human interaction more than ever before as a result of COVID-19. Chatbots and other AI-powered self-service options are fantastic, but some customers also want to talk to a real person, regardless of whether their problem can be solved in another way.
As a result, AI in customer service is intended to complement rather than replace human interactions.
AI can be used to classify places where humans can enhance the customer experience across an entire customer base or to provide the next-best advice on how customer service agents manage individual experiences as they occur.
AI will help agents produce better results, and companies achieve the highest level of customer satisfaction by identifying when and where those opportunities are most successful.
Eighty-six percent of customers believe call centres should keep the option to switch to a live person. Another 42 percent prefer to direct all questions to human representatives, considering the power of AI in chatbots and self-service.
Although AI is a critical enabler, it isn’t enough for companies who want to have the best customer experience. The best customer experience success stories use AI to strengthen, rather than replace, the human link. Customers today expect human contact. Brands can improve customer satisfaction and enhance relationships by using AI to discover insights that contribute to well-informed agents and supervisors.