With the rise of changing business models and customers getting the driver seat of every service it is very important to understand how customer experience can be transformed by using latest intelligent tools and technologies and adding business value
Artificial intelligence and intelligent technologies are a key driver of digital transformation and are demonstrating significant ability to improve customer and employee experiences. Artificial intelligence and intelligent technologies describe a collection of technologies that can be used to perform tasks normally requiring intelligence, such as visual perception, speech recognition, or decision making. These include technologies such as analytics, workflow, automation, algorithms, machine learning, and natural language processing.
These technologies are transforming our everyday lives—virtual assistants that automate texting and communication, facial or retina recognition used for security, fraud detection to warn us of anomalous charges, and maps that can predict arrival times based on current traffic or shortcuts. Intelligent technologies will ultimately benefit a wide range of industries, however, customer service is already seeing real and tangible benefits from the strategic application of these technologies to speed and improve the servicing and resolution of customer concerns.
In order to drive customer service innovation, companies should consider the following three strategic uses of intelligent technologies:
- Deliver engaging, personalized experiences that increase customer satisfaction
- Increase the efficiency and effectiveness of issue resolution
- Continuously improve and optimize service processes