With our AI Briefing in Atlanta just weeks away, it’s a good time to reflect back on our February Briefing in Boston. It was an illuminating deep dive into artificial intelligence and its impact on customer experience.
Our panel of experts fielded questions from our community of corporate executives. The brands’ experiences with AI ranged from taking the first baby steps to mature projects looking to take the next big leap.
The themes that emerged revealed an area of CX that is very much in its infancy. The applications of AI and the strategic decisions it requires were top-of-mind for corporate brands.
“Machines and Humans Have to Work Together”
One of the central questions of the Briefing was how AI and service reps would (or wouldn’t) interact. Will AI replace employees entirely? How can AI provide good or excellent customer service without the empathy of a person?
The service providers agreed that AI won’t necessarily replace employees. AI can make an impact on the bottom line by completing simple and rote tasks, which frees up representatives to deal with more complex issues. Employees are happier, because they’re not working on repetitive cases. Customers are happier, because reps can devote more time to their complex cases.
AI can also work to streamline service processes for customers. Deflecting cases or just getting cases to the right person reduces customer frustration. Customer problems are solved faster, creating efficiencies that also reduce costs. Used correctly, machines can give humans more capacity to do the things only a person can do.