Gartner predicts that by 2020, AI will be a top five investment priority for more than 30% of CIOs. Thanks to business leaders and visionaries embracing the technology and implementing into their products and services.
AI cuts across verticals and Customer Engagement is no exception. Traditionally, mediums like Voice support, Chat support, Email, Websites, Mobile app etc. have allowed companies to scale and automate customer engagement but let's accept the fact, they don't appear intelligent enough to provide a delightful customer experience. How many of us enjoyed contacting customer care?
AI has a long list of applications which possibly can complement these services - Chatbots, Virtual Assistants, Virtual Concierge, Cognitive Computing, Pre-emptive Routing, Augmented Engagement and Predictive Sales to name a few.
AI is stretching more broadly and deeply to develop Emotional Intelligence, latent insights and improve service expectations by enhancing customer personalization through Automated Routine Tasks, Improved Response Time and Real-time Self-Service.
AI definitely offers exciting possibilities, however as an organization we should not be riding the hype wave. From customer engagement perspective, AI should be seen as an opportunity to elevate customer experience supporting human employees to anticipate customer needs and provide faster and contextually relevant solutions.
by Jibran Shajie