As we watch the latest trends in contact center technology unfold, like Artificial Intelligence, we are seeing the entire customer experience landscape transform. From year to year, customers are demanding more from their experience with a brand, and are quick to jump ship if the service doesn’t match their expectations – even exceed their expectations.
With that said, now more than ever, it’s critical for companies to adapt and it starts with staying ahead of major industry trends.
So, to help you stay on target, here is a hot industry trend that we must not ignore. It’s the future of customer interactions and digital transformation.
Artificial Intelligence = Better Customer Interactions
Did you know that, back in 2011, Gartner predicted that by 2020, 85 percent of customer relationships will be managed without human interaction. Fast forward to today, and well, maybe Nostradamus isn’t the one making the predictions, but Gartner certainly had their eye on what was coming next.
Are you able to tell the future? The likely answer is, no. Well, customers are demanding it, so what are you going to do about it? We may not be able to see exactly what the future holds, but we do know that Artificial Intelligence (AI) applications are helping companies dive deeper into exceeding customer expectations.
So, have you ever had a simple billing question and in order to speak with someone, you had to wait close to an hour on the phone? Well, AI has changed all of that by allowing companies to use chat bots and virtual assistants to answer and assist you in no time. You’re in and you’re out without the headache!
With AI, we are seeing companies able to serve high quality, personalized and preemptive services so that customers get the service they need, before even realizing they need to be serviced. Now THAT is service.
Also, it’s important to mention that companies that inject AI into their contact center strategy are mopping the floor with their competitors in the personalized customer experience department. Long gone are the days where customers have to search for products, content, and service. Customers are so used to getting options served up on a platter, that they’ve become spoiled.
Customers are sitting up on their throne, expecting companies to fan them with banana tree leaves, hand feed them grapes from the sacred lands and pour the finest of wines directly into their mouths. You get the picture, right?
Well AI is doing just that – metaphorically speaking, of course. Artificial Intelligence has seeped its way into cloud communications, allowing companies to improve predictive analytics by taking information generated from a variety of business applications, and turn it into actionable insights in real-time. In short, whatever data you have on a customer, including all multimedia customer interactions, AI will provide instant predictions on how to best service that customer.
Incredible, I know. The problem is many companies don’t even know where to start. Most companies don’t even have the proper contact center technology implemented in order to even consider leveraging Artificial Intelligence. So, if you’re behind times… it’s time to put your communications strategy into overdrive.
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