26 Ways Artificial Intelligence Is Changing Customer Experience
There have been a great deal of talks about customer service and customer experience. Considering that artificial intelligenceis changing the way organizations connect with their customers.
Huffpost asked CX master Kobus van der Westhuizen from Genii AI how artificial intelligence is improving the customer experience.
1: You have been in customer service space for over 15 years now. What customer experience mean to you and what triggered you to start your own company in CX (customer experience) sector?
For me customer experience is a consistently advancing idea. Exactly when you imagine that you comprehend your customer’s needs the statistic, needs and practices of the customers change.
With digitalisation and access to data, the purchaser’s needs and practices change continually, and rapidly. Just the organizations that can change with these will survive.
Customer experience is turning into a basic achievement basis for organizations…
We recognized a need in the market where organizations need customer behavioral analytics with a specific end goal to comprehend WHY? And afterward have the capacity to follow up on it.
The Artificial Intelligence expectations are likewise new in the sustomer service sphere and will change the way we render services to our clients later on.
2: What do you think in terms of Artificial Intelligence and automation completely replacing the human touch in customer service? Can Artificial Intelligence provide better customer experience than human?
Artificial Intelligence and automation will never supplant the human totally. It’s not machine versus human, its machine helping human administrations better.
It is imperative to dependably benchmark what effects computerization has on the customer experience, else it could wreck the client value totally. Our Artificial Intelligence models will ceaselessly screen this effect by examining input from buyers reliably.
3: Can you tell how Artificial Intelligence impacts customer experience today and what major changes are we going to see in the next 5 years?
We anticipate that the straightforward service procedures may be mechanized, yet the more intricate and sympathy based service procedures will even now be done by humans.
With the speedy advancment of RPA and Chatbots, we could see a noteworthy move to robotize or rather what we do, Proactive Customer Service.
This just implies we can foresee WHO, WHY and WHEN customers would require services, and afterward proactively settle the issue or speak with the client before they need to ask for service.
This is now occurring with a couple of bigger organizations that we band together with.
This Proactive administration could be furnished either with people, computerized channels or chatbots relying upon the favored client channels.
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