Article Synopsis :
There are six killer applications and use-cases for artificial intelligence (AI) that have enabled blue-chip companies to transform customer service and engagement, according to this paper from eGain.
1) Understand the natural language and answer customer questions
Virtual customer assistants (VAs), chatbots, avatars, virtual agents, or concierges, help businesses deliver self-service to customers, while reducing costs and building brand equity.
The best VAs can handle multiple languages and operate across different modes — text-to-text, text-to-speech, speech-to-text, and speech-to-speech. And they learn fast, If they cannot answer a question, they escalate to human call centres with all the necessary information to prevent the customer from having to explain themselves all over.
To achieve this, the VA must be an integral part of an omnichannel customer engagement hub that consolidates omnichannel interactions, knowledge, AI, analytics, and administration into one platform.
2) Guide search and service interactions
VAs answer simple questions well, but AI can guide customers through much more complex interactions. Reasoning can ask them the right questions to clarify the customer’s intent and thereby find the correct answer.
AI reasoning looks to past examples for the answer to new queries. The model should be curated and AI not be allowed to go off-script on its own. Using analytics will show the business when the script needs to be amended.
3) Decide as output or as part of the service process
Bad decisions harm business reputations. Bad decision making on the part of consumers can be equally damaging. Customers do not want to be told they made the wrong choice when you have put systems in pace to help them choose.
AI reasoning will look to past examples and flesh out incomplete information or clarify any ambiguity before assisting in the decision.
4) Comply with regulations
Compliance requirements are ever increasing. 70% of compliance professionals expect increased regulations, 59% expect increased personal liability, and 69% expect compliance staffing costs to rise. AI can add value by guiding agents through the compliance maze.
5) Leverage everywhere (and with everyone)
In case you hadn’t noticed, the world has gone digital. Omnichannel penetration of commerce has hit 35% in healthcare and is as high as 65% in consumer electronics.
Digital touchpoints like mobile, social, and IoT must integrate alongside call centres, field services, kiosks, branch offices, and retail stores. Leveraging AI to deliver consistent and touchpoint-tailored service on any channel or any device will be a sign of the digital-savvy business.
6) Synergize with context and insight
AI-savvy companies exploit the synergy of AI and related technologies such as context aggregation and analytics-based insight to determine the “who, what, when, and how” of customer engagement.
If used as part of an integrated process, eGain says businesses will not simply improve processes but will transform customer service, reducing handling time, improving the experience of engagement.
Link to Full Article:: click here
Digital Insurer's CommentsLeveraging AI in the customer service environment is not a simple case of plug and play.
It needs to be part of a root and branch overhaul of a company’s processes.
And to be successful, it must tap into every part of the organisation’s contact point, by embracing a true omnichannel approach.
Do it right and the business will satisfy customers, regulators and shareholders alike while driving down costs and doing business not on better, but smarter.
Link to Source:: click here