IT and business leaders rate Artificial Intelligence (AI) as the No. 2 technology they expect to transform Digital Customer Experience (DCX), behind customer success analytics tools.
IT and business leaders rate Artificial Intelligence (AI) as the No. 2 technology they expect to transform Digital Customer Experience (DCX), behind customer success analytics tools. In fact, those transformations already have begun.
In Nemertes’ 2018-19 Digital Customer Experience research study of 697 organizations, we found companies already are relying on AI to transform their customer experience. Companies that use any form of AI have seen incredible success metrics, including the following: 95% increase in new customers
80% increase in transactions handled by self-service apps
45% improvement in customer ratings
39% growth in digital sales
25% reduction in agent turnover
AI Hype Isn’t All Hype
Still, I frequently hear customers say: “AI is all hype,” to which I respond with documented ways companies are using AI today and finding huge success. It’s true, however, that there is some hype around AI. But that is driven by those who understand its promise and quickly articulate yet-to-be proven scenarios where it would help automate functions or improve processes.
The important thing is to begin planning for AI, if you haven’t already. Start simply with basic functions. Once those are working well, you can use AI to handle more complex customer inquiries or agent assist functions. But don’t make the mistake that many have, thinking “AI replicates human logic, therefore replaces the need for humans.”
That’s a dangerous assumption.
You still will need people to analyze, adjust, and act upon the data sets.
Today, 44.6% of organizations are using or planning to use AI for customer interactions or analytics. They’re using AI for the following functions:
- Natural Language Processing (NLP) – Understanding speaking or writing languages and being able to interpret those into meaningful statistics or actionable recommendations
- Virtual agents/chatbots – Computer-aided, virtual robots that address basic questions and functions to free human agents to handle more complex ones.
- Predictive analysis – Algorithms that predict customer behavior based on a variety of pre-programmed or learned factors, such as past behavior, regional trends, and behavior of other customers with similar demographics.
- Customer sentiment analysis – Algorithms designed to detect human emotion, and make decisions based on it. […]
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