While chatbots and improved search functions are exciting for customer service organizations worldwide, companies must first lay the groundwork before the benefits of AI can truly take root.
For the successful application of AI in customer experience, three fundamental capabilities are required:
• Data Unification
• Delivery of Real-Time Insights
• Business Situation
Data Unification
To create a single customer view, any type of behavioral analytics requires data unification. AI thrives on data, and the more of it there is, the better. The next generation of data unification tools makes this difficult task inexpensive, quick, and painless.
Real-time Insights Delivery
For AI to have an impact on the customer experience, actionable insights must be shared in real-time. Because these insights are typically unavailable to departments across the enterprise, customer experience, marketing, and other teams bombard analysts with questions. AI accelerates analysis by discovering meaningful relationships in even the most massive data sets.
Business Context
By simply knowing that an email is an email and a campaign is a campaign, AI can deliver results through simple, isolated interaction. Customers’ journeys are as unique as their fingerprints. Every company has its own set of touchpoints and a unique way of incorporating those interactions into its operations.
AI systems can use that data to do more than just find the “next best action” or the best audience. An AI can identify the root causes of CX issues and uncover the most predictive, exclusive, and frequent journeys that customers take before and after an interaction, or between two interactions, given the right business context.
Call Cegura Technologies to learn more about how AI can improve the customer experience in Dubai.
