In this video, the next in our series on Transforming Customer Experiences, Chris Bauserman, VP of Product Marketing, discusses practical advice for leveraging artificial intelligence (AI) for customer service.
- AI technology is unique in that it is self-learning, it improves over time. And, its conversational. Instead of your customers selecting pre-structured answers, the AI technology can understand and respond back in a more natural way.
- Primary use today is for faster responses to customers and saving money.
- Many are worried about what the competition is doing and are they getting a competitive advantage by acting faster to leverage AI?
- Since containment in self-service bots is still pretty low, figure out how to seamlessly elevate to an agent to achieve a fast ROI while satisfying customers.
- Leverage AI to streamline workforce management (optimizing schedules) or omnichannel routing based on personality fit.
- The primary uses will continue to be self-service and working next to agents to assist and offload manual processes, so it’s not either/or.Bots will become part of your workforce, so you need to plan for your bots like agents, figuring out how to coach bots like people by leveraging data.