How you can restart your digital transformation with the power of conversational AI
The age of DIY (Digital It Yourself) is here. Businesses must be ready to help customers help themselves with AI-driven tools and intuitive self-service options they can trust. With recent breakthroughs in artificial intelligence (AI), machine learning and natural language processing with real conversational data, businesses can now develop human-like self-service bots that reduce response times, lower operational costs and increase customer satisfaction.
But delivering extraordinary self-service and CX overall can only happen through full digital transformation. This means implementing a digital-first, customer-driven mindset to improve operational efficiency and streamline processes.
Start (or restart) your full digital transformation – now
The first step is to move to the cloud. This increases your CX agility and reduces costs by eliminating tech inefficiencies, repairs and other issues. It also improves productivity by streamlining multi-site operations. Next, start your CX digital transformation or restart it if it’s stalled.
Surprisingly, several organizations haven’t taken the initiative yet. While adopting digital technology will benefit businesses, some companies have struggled with the changes required to implement it. One speed bump is CX technology wasn’t capable of meeting digital expectations for them or their customers, especially through self-service. With advanced self-service applications, and customers asking for more options, now is the perfect time to take action.
If your digital transformation is stuck, it’s time to review and revitalize. If you never began the transition, don’t delay.
Then, once you are fully digital, it’s time to kick your self-service options up a few levels through conversational AI.
Organizations are set to spend $6.7 trillion through 2024 on digital transformation. (IDC)
Conversational knowledge really is power
When it comes to offering self-service, most organizations simply employ chatbots that resolve a fraction of interactions and call it a day. Bots need to be more than simple tools automatically shuffling limited responses from a set of pre-written answers that aren’t really helping customers. They need to get in touch with the reality of what customers are truly thinking and what they really want.
With the shift in customer preferences toward digital channels, there’s an expectation for exceptional service and top-tier technological assistance at every stage of their journey—and conversational AI is a key tool to deliver just that. Why? Conversational AI learns from conversations to predict the purpose of future interactions and propel them toward successful outcomes.
With a data-driven approach that incorporates insights from millions of live agent-assisted interactions, you can consistently improve self-service answers and resolutions. Armed with superior data and insights, organizations can simplify CX to make journeys more delightful and seamless by making self-service brilliantly human.?
This enables enterprises to offer intelligent virtual assistants that are available around-the-clock and capable of providing a degree of hyper-personalized service unavailable before now.
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Unlock the CX innovation of conversational AI
Recognizing and understanding what digital transformation and conversational AI can do for customers and employees is an important step toward achieving a truly successful, purpose driven CX plan.
To get started on your transformation, download the Conversational AI Unveiled white paper from Opus Research and read the full blog by Michele Carlson , Senior Product Marketing Manager for NICE.
More CX insights
Reserve your space for Digital CX Week happening Oct. 24-26 to discover the potential of AI, purpose-built for CX. Gain a deep understanding of how AI for CX can cultivate greater customer engagement, empower employees and leverage AI-powered proactive outreach.
Ignite the CX conversation
We want to hear from you:
What questions do you have about leveling up with conversational AI?
Let us know in the comments.
AI & Analytics | Digital CX | SaaS Product Marketing | Business Development | Professional Nerd | Product Marketer Extraordinaire | #ElevateAI
1 年For a clear CX win, don’t settle for building digital without data! To take advantage of the latest innovations: get to the cloud, revisit (or restart!) your digital transformation, and the get ready to think BIG with AI. When you do, your customers will thank you, before, during, and after every interaction.