AI as MVP: Shoot for 3 practical ways to score CX points

This year’s women’s NCAA tournament had everyone on the edge of their seats where phenomenal players like Caitlin Clark and Angel Reese drew crowds and high TV ratings alike by providing the ultimate experience for spectators and fans.

Just like women’s basketball, customer experience (CX) has found its own MVP to change the game: artificial intelligence. With AI, CX can deliver the ultimate experience for customers and create lifelong fans of your brand.

The optimal way to leverage AI technologies to improve agent performance, enhance customer interactions and drive business results relies on the triple threat of a unified interaction-centric platform, the convergence of rich CX capabilities and AI purpose-built for CX.

What’s all the AI hubbub about?

The Metrigy 2024 AI for Business Success global research study found AI adoption in the workplace surged to over 40% in 2023—signaling a growing recognition of AI's potential to enhance efficiencies, elevate customer experience and drive business growth in a competitive landscape.

The study found successful companies spend more on AI than non-successful companies, saving time and resources. In fact, AI resolves an average of 41% of interactions without live agent support, saves 35% on after-call work and makes calls 35% to 39% shorter.

In addition, Omdia 's Mind the Gap study found:

• 62% of agents say they engage more proactively with AI
• 84% of consumers say AI will improve CX
• 94% of contact centers have deployed or plan to deploy agent assist in the next 12-18 months

Impediments to achieving true CX AI fluency in your organization can vary, but data integration is the main culprit. Why? Omdia found:

• 48% cannot integrate data from disparate sources
• 47% said data isn’t accessible
• 44% spend too much time querying data

The bottom line is ultimate CX simply is unattainable if you’re struggling with data silos. Only AI that’s purpose-built for CX can deliver a slam dunk for a better customer experience.

With inspiration from Caitlin Clark’s famous 3-pointers, let’s look at the three leading ways to leverage CX AI to fully capture its power and potential to augment agent experiences, automate more customer interactions and assist agents.

1.???? Perfect the no-look pass: What AI can do to ease the load

Called a no-look pass, Caitlin Clark thrills fans by moving the ball behind her back without looking at the recipient. The element of strategy and efficiency is similar to how AI can work in customer service. AI technology automating after-call work (ACW) can help agents by summarizing interactions and updating data.

2.???? High-reward play: How CX AI delivers the power to change the game

Caitlin Clark is known for her shots from the logo—or a deep 3-point shot from the area near the half-court logo on the court. It's a high-reward play that can energize a team and excite fans due to the extraordinary skill and confidence required to score from such a distance.

CX AI is the power you need for equally impressive range and accuracy. Both shooting from the logo and automating customer interactions serve as strategic moves to truly change the game. With CX AI you can automate more interactions from half-court so to speak, before they ever reach a live agent. Using CX AI you can advance from rule based chatbots to human-like conversational AI to resolve more interactions.

3.???? Seamless shooting right off the dribble: AI delivers real-time results

Caitlin Clark is also known for her seamless shooting while in motion—right off the dribble where she takes the shot immediately without pausing.

Gen AI is so powerful, you need technology that has the capability to put up guardrails and leverage the most appropriate LLMs for customer service. You want a technology partner that’s not just jumping on the generative AI bandwagon but offers the depth and breadth necessary. You also need access to out-of-the box models that can be used from day 1—so you’re shooting off the dribble.

Take the next steps to score CX AI points

CX AI is the MVP of the customer experience journey, but only if it features the following capabilities:

• All inputs and CX interactions managed on a single platform
• With AI models built from industry-specific CX data
• Consistently applied on all interactions across the entire CX journey
• On a platform for managing AI inputs
• CX AI embedded across the entire CCaaS suite

Read the blog by NICE’s Heather Hughes for more details on the critical next steps to score CX AI points.

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We want to hear from you:

How is your organization harnessing AI as your MVP to transform customer service, enhance agent performance and drive results?

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