April 06, 2015
Three Reasons Why Artificial Intelligence Will Continue to Revolutionize Customer Experience
By TMCnet Special GuestRemy Claret, Product Marketing Director at Genesys
According to a recent Accenture (News - Alert) Global Consumer Pulse Survey, customers are increasingly frustrated with the level of service they receive from companies. The survey found that 91 percent of customers have to contact a company multiple times for the same reason, 90 percent are being put on hold for too long, and 89 percent are forced to repeat their issue to multiple agents or representatives.
However, cognitive systems, when applied to customer service, are precisely optimized around these issues and have proven to alleviate customer pain points without entirely removing the human element from the equation. With that frame, below are three reasons how cognitive systems have revolutionized the customer service industry and why these technologies are here to stay.
1. Enabling Immediate Responses -Today’s cognitive learning systems are so fast, the only thing that gives away the fact customers are talking to a computer is just that – it responds immediately. Through implementing intelligent systems, companies have been able to better handle and solve customer service inquiries while reducing the program’s overall operating costs. More importantly, if the human touch is needed, no problem. The systems can easily hand over the customer – with all context and attached information – to a targeted, skilled agent.
2. The Power of Pinpoint Accuracy - Cognitive systems can read keywords and understand information, and also interpret context, sentiment, as well as even understand humor. Moreover, they can process extra large volumes of information including knowledge bases and trained responses to find the most relevant response. Although these technologies can mimic human responses and mirror human abilities, they also enable agents to give the customer precisely what they need, when they need it without removing the human touch.
3. Instant Omnichannel-Readiness - A cognitive system can help companies engage customers across all channels, including phone, tablet, website, SMS, email and more. This omnichannel approach allows service reps to communicate with customers through their channel of choice, while seamlessly connecting agents with customer information at each touch point, effectively lowering customer effort while elevating quality of service.
Yes, It’s Here To Stay!
In reality, any customer experience channel can leverage intelligent systems to assuage a variety of customer pain points or to further enhance specific business agendas. Yet, while artificial intelligence does not spell the end to human interaction, at least within the realm of customer service, there is still a great deal more for us to explore as we continue the interface between humans and machines.
About the Aurhos: Remy Claret, Product Marketing Director at Genesys (News - Alert), has over 15 years of experience in Customer Experience Management. His insight and industry viewpoints can often be found published on The CX Report or the Genesys Blog.
Edited by Dominick Sorrentino