The hype around artificial intelligence is real. With new voice assistants, chatbots, and smart device solutions for enterprise support springing up constantly, it’s easy to get lost in the noise. But is AI all it’s cracked up to be? For enterprise customer care, it certainly is. AI technology is continuing to transform customer service and improve customer experiences for the enterprise, and there is no expectation of it slowing down.
Nowadays, consumers expect efficiency and accessibility when interacting with a brand. Thanks to the increasing pace of innovation in technology and digital communication channels, they also expect instantaneous results when searching for information. This is where the evolution of AI and machine learning come into play; these technologies have the capability of listening to customer intents and search queries to provide smarter and more relevant search results. The more a customer inputs search queries on a company website, or enlists a chatbot to find a solution to a problem, the smarter the underlying AI gets, providing better and more accurate results every time.
It’s no surprise that Gartner predicts chatbots will power 85% of all customer service interactions by the year 2020. IDC also reports the largest cognitive and AI spending totals are led by automated customer service agents, and are expected to reach a total of $2.4 billion by the end of 2018. As cognitive and AI spending continues to grow, this is only the beginning of the digital transformation of customer care. Below we discuss what organizations are doing today to stay ahead of the curve, and how they differentiate themselves amongst their competitors through the power of AI-based digital care solutions.
HARNESSING THE POWER OF AI
Large and forward-thinking enterprises are already harnessing the power of AI to improve their customers’ experience on their sites, like Virgin Mobile USA and Digicel Group. Through the use of conversational search, mobile chatbots, enterprise virtual assistants, and AI-enabled IVR, these companies use AI-based digital care to streamline their processes and efficiently answer customer care questions faster and more accurately than ever before. They solve problems and provide better customer service exactly where their customers prefer to converse – either online through a mobile chat or search query, or on the phone through an AI-enabled IVR system.
These companies are also utilizing the power of Wysdom’s Cognitive Data Exchange. All of their digital support channels are integrated with a training data corpus that is updated with new questions and customer intents on a daily basis. Since there is only one data corpus that is continuously learning, these organizations are able to provide consistent customer service across all of their support channels.
Advancements in machine learning and artificial intelligence make it much more accessible and cost-effective for organizations to take advantage of AI-based digital care solutions to enhance their customer experiences. New use cases for the technology is helping to speed up adoption. As organizations look for new ways to stand out amongst the competition, deploying an AI-powered digital care solution is proving to be a clear differentiator. We suggest working with an enterprise virtual assistant and chatbot provider that can deploy a full-service, enterprise virtual assistant over social, web chat, and IVR, and can integrate these channels through one central data corpus to get the most value.
THE FUTURE OF AI-BASED DIGITAL CARE
As we stand at the forefront of AI-based digital care, the industry and solution capabilities will only grow over time. In fact, IDC expects the AI industry to grow to $52.2 billion by 2021. At Wysdom, we predict digital care use cases will extend to include and disrupt more and more industries, such as banking, insurance, and travel. Wouldn’t it be great if your organization could provide a seamless customer support experience through all digital channels without actually involving a live agent, or reduce call volumes and wait times in the call center? With 38 percent of consumers believing AI will improve customer service, we are excited for the future of AI-based digital care and the impact it will have on both the enterprise and customer experience.