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AI And Customer Experience: The Premise
If we look at the recent developments in AI, it can seem as though the developers and creators of AI applications have lost control of its powerful potential.
But these reports lose sight of the more effective and well-governed developments that are supporting and optimizing real work and the interchanges happening every day between humans and AI. When AI is approached comprehensively for how it can optimize an entire system-- including the humans within that system-- it has a higher chance of delivering meaningful impact.
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The Facts
Customer care was one of the top use cases for AI.
60 percent of executive respondents believe AI will play a role in 11 percent to 30 percent of their processes-- a considerable but not necessarily dominant influence on how most businesses operate. The overall acceleration of digital adoption has likely changed these metrics post-pandemic and the need to implement digital and AI solutions is now imperative to be competitive.
8
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ChatBots: The First Experience With AI
One of the fastest areas of adoption for AI in the enterprise is chatbot applications.
What customers really want is instant access to someone (or something) that understands what they need. Self-service customer engagement is trending towards delivering that-- but companies need to work with a partner that can deliver at scale.
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Supporting a Growing AI-Native Workforce
Employees need systems that support a balance between complex tasks and easy-to-execute deliverables that satisfy a sense of accomplishment and completion of work at the end of a workday.
The design and implementation of AI must consider empathy and how it augments and supports the self-reported, lagging skill set for listening and understanding.
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The Bottom Line
The customer engagement employee is an AI worker, their knowledge and contributions are essential to AI implementation. You cannot separate the two.
The next generation will have moved beyond being 'digital natives' they will be 'AI natives.'
Contact centre employees are at the cutting edge of an AI-literate workforce in our society and we have the opportunity now to provide the technology that will support their work and better serve customers.
Companies need to expand the aperture in how success is measured against the human-side of the AI equation.
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