“The robots are coming, the robots are coming!” said my colleague and Artificial Intelligence knows many different definitions, but in general it can be defined as a machine completing complex tasks intelligently, meaning that it mirrors human intelligence and evolves with time. expert Kimberly Nevala in a tongue-in-cheek teaser for her new ebook, “ Making Sense of .”
She is right. In fact, in the context of digital transformation and customer experience, artificial intelligence () already has a foot in the door. And that foot is poised to kick the door wide open.
IDC predicts that by 2019, 40 percent of digital transformation initiatives will be supported by some sort of cognitive computing or effort. Servion predicts that will power 95 percent of all customer interactions by 2025, and it will do it so effectively that customers will not be able to “spot the bot.” Gartner says that 85 percent of customer relationships will take place without human interaction by 2020. And Juniper Research predicts that chatbot conversations will be responsible for cost savings of over $8 billion per year by 2022, up from $20 million in 2017.
Those are heady predictions.
On the flip side, Elon Musk, Bill Gates and the late Stephen Hawking have voiced concerns about the impacts of ungoverned on jobs and within society in general. Last year, Facebook cut back on the use of Chatbots are computer programs which were engineered to converse in spoken or written form with humans. They are usually used in dialogue systems with a limited topic range. For example, they can answer basic customer questions or help you buy the correct train ticket. in its Messenger application after finding that the A bot is a piece of code, which does a predefined set of actions on behalf of someone. Bots are used to manage Twitter Followers, they answer email requests or order more supplies as soon a certain item runs low. failed to fulfill 70 percent of user requests when deployed alone, rather than in tandem with a human agent. And we have all experienced the instant frustration (i.e. customer rage) that poorly designed intelligent voice response systems can provoke.
Preventing the Experiment From Becoming a CX Disaster
The good news? Despite the dire predictions and well-publicized missteps, — when implemented correctly — can be a great boon to customer experiences and digital transformations. can improve response time, provide contextually relevant personalized recommendations, incorporate sentiment into responses, eliminate bottlenecks and automate routine inquiries, freeing up humans to deal with more complex problems. In all cases, a blended approach — one that combines man and machine — is the key to avoiding missteps and viral mistakes. […]