Many businesses are still struggling with automation and AIin fact, leveraging these technologies can be extremely difficult.
However, the benefits of getting it right, a more seamless and effortless experience for customers, as well as more efficient and time-saving processes for your business, make it essential that you are able to get your automation and AI projects on track.
The following are some specific areas where AI can help CX operations:
Predicting customer intents: AI can track a customer’s journey through your website and predict their intent based on their behavior. Artificial Intelligence – Anoma Tech can then direct the customer to the best contact option for their needs, whether it’s a chatbot, text, voice, or live chat.
Creating natural conversational experiences: By replicating the same high-quality customer journeys for everyone, automation enables new levels of service consistency.
Pattern Matching: Customers who are matched to the most appropriate agent ensure that you are always interacting with the right people. AI can connect agents with the same types of interactions that they have previously supported by tracking customer and call types.
Improved listening: AI is excellent at ‘listening’ to conversations and augmenting the agent experience by making intelligent suggestions about what to do next.
“ Emotions are an essential part of Human Intelligence. Without Emotional Intelligence, Artificial intelligence is incomplete ’’ — Amit Ray
On the other hand, it’s essential to avoid the most common automation and AI blunders, such as misinterpreting customer needs, focusing on technology rather than process optimization, failing to garner company-wide support for your automation projects, and rushing into large-scale deployments too quickly.
“ The purpose of Artificial Intelligence is to re-engineer the human mind ’’ — Chris Duffey
How can we help you?
Please let us know if you have a question, want to leave a comment, or would like further information about Anoma services.