Earlier this year, I predicted 2015 will be the year artificial intelligence enters the conversation for customer service. Two months into the year, we already see this becoming a reality for businesses today. For instance, Deloitte Consulting has recently shared best practices on how to evaluate what artificial intelligence can do for your business, including how cognitive technologies can help generate insights that can reduce costs, improve efficiency or enhance customer service.
At the same time, brand experts are writing about how robots are improving customer service and creating new branding channels for organizations. Finally, just last week, my colleague wrote about how artificial intelligence can actually bring the humanity back to customer service – creating a more engaging and personal customer experience that customers will actually love. Self-service solutions powered by artificial intelligence are ushering in a new day.
Soon, most of your customer service will be automated…and your customers will actually prefer it that way! In fact, our own research shows there is a clear preference for self-service among Millennials when it comes to industries such as banking and healthcare. The key will be creating intelligent self-service that adds value and improves the customer experience – not just automates it.
For example, Conversational IVRs are creating a new standard for automated phone experiences that eliminates caller frustration instead of adding to it, delivering a better caller experience and reducing contact center costs. Or, take a look at virtual assistant technology. Domino’s has launched an engaging virtual assistant, Dom, that helps us order our pizza – why not a virtual assistant that proactively advises us on things like prescription refills, payments due or mortgage refinancing?
Industry leading companies like Amtrak, US Airways, USAA, Domino’s and others are already leveraging intelligent self-service and artificial intelligence to improve their customers’ experience and reduce costs. Join us on March 18 at 2pm EST to learn three ways in which intelligent self-service will continue to transform customer service this coming year, including conversational IVR, reactive virtual assistants becoming proactive virtual advisors and self-service/assisted service convergence.