Using Artificial Intelligence Can Help Create More Human Customer Experiences

Using artificial intelligence (AI) to make customer service experiences more “human” may seem counterintuitive, but it’s not AI alone that will create the level of service that customers demand today. The combination of human intellect and emotional intelligence with machine learning is what will achieve customer service goals on a scale and cost that works.

As leading companies demonstrate, the ability to deliver an extraordinary, highly personalized customer experience is essential to creating a competitive advantage today. Until recently, these Amazon-like capabilities seemed out of reach for most companies; but now, thanks to rapid advances in AI, cloud computing and big data, the timing is right to begin delivering the kind of experience your customers want.

Refine your raw data into high-performance fuel.

To make AI work, companies need massive amounts of data to feed the machine-learning algorithms enough input to allow pattern identification, so you can learn from what emerges and gain insights that you couldn’t see before. If you envision this raw data as the oil that can be refined into high-performance fuel, then the customer service industry is essentially sitting on vast oil reserves in the form of billions of minutes of recorded customer conversations.[click to continue reading...]