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.
This is a guest blog written by Greg Sherry, Vice President Marketing at Verint Systems.
One of the primary objectives of Customer Response Summit Austin was to “identify best practices and discuss innovative ideas on how to serve customer through emerging channels.” Verint’s contribution to this theme was an interactive general session called “Customer Engagement LIVE!” where we grouped executives into discussion groups of seven or eight participants. The groups engaged in conversations around the strategies and execution steps that can help define how customer-centric organizations can enrich interactions, improve business processes, and optimize the workforce.
One of the questions included on the breakout group handout, for example, was “If you could provide your peers with one piece of advice as they create and execute their customer experience strategy and program, what would it be?” There were also discussion questions around Customer Engagement and Enterprise Workforce Optimization.
Employee Engagement- TED Talks! We want to hire and retain the best contact center agents that we can. So, we want to make sure we have a variety of internal programs around employee engagement as well as all our focus on customer engagement. One thing we started was Ted Talks Tuesday’s where we find creative and inspirational Ted Talks videos that have themes around creativity, innovation, customers. We then have a discussion group after the video. Our executives, managers and agents love all the interactions we all have – and we are learning new ideas and ways of thinking at the same time! Continue reading →