AI and customer experience – Keeping it “intelligent” without the “artificial”

Most people can relate to that odd moment when, midway through an online chat with a customer service representative, you start to question whether you’re talking to a real person or a chatbot. While the idea of conversing with a machine may seem unsettling, more customers are warming up to such interactions––as long as they get the answers they need.

When it comes to artificial intelligence and customer experience, there is still a big disconnect between perception and reality. The perception is of frustrating phone trees or chatbots that miss the mark. Yet in reality, AI and advanced analytics can improve the customer experience by personalizing interactions, giving representatives the tools and insight they need, and anticipating customer needs. During times of uncertainty with new customer expectations, driving customer loyalty with digital customer service is essential.

At the same time AI can improve the customer experience, it can also have profound benefits for the customer service teams on the front line of building and maintaining these critical relationships, especially during times of crisis.

Download this interesting eBook to find out more

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