Research

Transforming Customer Experience? - AI has it all figured out

Saumils blog

Customer experience or CX is any customer’s holistic impression throughout the journey of the interaction and relationship with your product or service. It is how you can empower your customer to get access to the right information or help related to your product or service. 

 

How often have we walked to a store and waited for too long for a customer representative, or called some phone support, and waited too long for a phone representative and they were rude or not adequately empowered or not knowledgeable to provide the best customer support to you? The customer is fed up with long wait times, dropped calls, and representatives who don’t understand or don’t care about their problems and have to repeat themselves. Fast response time is key to good CX and failing to quickly support customers who can answer their questions leads to frustration and poor CX. 😫

 

In this age of technology, the expectations of customers have increased. They expect quick and quality service at lightning speed. To provide a good experience as a service provider and a product owner, it’s important to:

- Always listen to customers

- Always be available

- Give a good impression

- Provide a personalized experience


... and this is where Artificial Intelligence (AI) can help. 

 

The Industrial Revolution in the late 1700s and early 1800s marked a transition of the world so profound that it affected every aspect of daily life, ushered in unprecedented growth, and shaped the advanced world that we live in today. Today, AI is bringing in the next revolution. AI, along with the right technology, is changing the face of customer service and helping provide the best CX. AI helps automate many processes that were once driven by humans - and can do it faster and more accurately.

 

AI is only as good as the way you train it, and it requires a human to train it to get smarter and smarter. In other words, management isn’t over and humans will be working hand-in-hand with artificial intelligence to power the right systems.

 

A chatbot is an AI software that can simulate a conversation with a user in natural language through communication apps such as Facebook Messenger, WhatsApp, and other messaging/conversational or omnichannel platforms. It is one of the most advanced forms of interaction between humans and technology.

 

A lot of businesses have busy call centers and can struggle with wait times. All of this work can be offloaded to a chatbot; and if a question is too complex for a chatbot to process, a live representative can step in and address the issue. Human agents can focus on complex issues, while chatbots and other AI-enabled technology work as a conversational assistant helping customers with intelligent prediction and customization that will make them feel as if every product or brand experience was tailored just for them. It can also help gain real-time insights using automated workflows and can handle multiple queries at once. 

 

Having the right AI technology has become a major competitive advantage and is no longer a mere good-to-have. AI presents an opportunity for enterprises to enhance every aspect of their CX. It will help improve their understanding of customer goals and the journeys their customers will take to accomplish those goals.

 

AI is only as good as the way you train it, and it requires a human to train it to get smarter and smarter. In other words, management isn’t over and humans will be working hand-in-hand with artificial intelligence to power the right systems.

 

An AI-enabled customer journey can help deliver high-impact customer experiences rapidly and effectively. With the right AI-powered technology and tools, you can help your employees be more productive and more efficient. Your employees can spend more time on tasks that help them add value to your company while some work can be offloaded to AI-powered systems.

Saumil Shah

Saumil Shah

VP, Engineering, Haptik

Engineering Operations, Delivery, and Infrastructure management. 10+ years in Silicon Valley across Box.com, Zynga, others.