The term “artificial intelligence” (AI) may conjure up images of cyborgs and rogue computer programs from science fiction films. However, AI is now ingrained in our daily lives and is a powerful tool for orchestrating customer experiences.
While the human touch is at the heart of delivering successful customer experiences, by leveraging automation and AI in the right places, you can amplify that human touch without adding more work for your agents.
AI can be used to improve any of the three core components of a customer experience (CX) strategy: customer enablement, agent enablement, and data analytics.
1. Customer Enablement
Delivering an effective customer experience starts with making sure your organization’s tools, processes, and teams are all in sync. Your overall customer experience efforts may fall short of your planned strategy if not carefully orchestrated.
AI is a critical component in this case. It’s an essential component of any modern technology stack, and its applications should be considered when developing your CX strategy. Chatbots and voice bots can both use AI to make customer interactions easier, more seamless, and more efficient.
2. Agent Enablement
On the agent side, AI-enabled bots are changing the customer experience by enabling employees to do their jobs more efficiently and successfully while freeing them from mundane tasks. Using AI to handle simple customer issues outside of the contact center frees up more of your agents’ time for more serious issues, ultimately saving your company money and allowing you to provide excellent customer service.
3. Data Analytics
AI does not stop at data collection; it also assists in the generation of automatic reports that greatly benefit the business. AI-powered analytics programs can help you prepare for data-driven decisions by detecting patterns in customer data that allow you to build customer profiles and automate customer insights and next steps in advance.
Cegura Technologies has the knowledge and experience you need in a CX partner if you want to leverage the potential of AI to transform your customer experience. Contact us today to learn more.
