In today’s age, our lives cannot be imagined without AI. Not long back, CX thought leader Ken Peterson rightly said, “Al will not replace customer service. Those that use it correctly, will make themselves more valuable.”
We could not agree more. The way a customer-facing organization leverages AI can determine how effective it is in delivering superior customer experience (CX).
Be it delivering customer service or customer experience (CX), AI has made a lot of difference for contemporary organizations. Al is cool. AI is a game-changer. And it’s here to stay.
This blog post discusses how AI and CX are inextricably woven with each other and how it makes for a winning duo for next-generation call and contact center software.
If you are an owner of a contact center or a senior professional in one, this blog post is going to be extremely valuable to you. So, without further ado, let’s dive right into the blog post and understand how AI can have a huge influence on CX. Read on and thank us later!
1. Increase of AI and CX Integration
Would you be surprised to know that the integration of AI and CX has increased in the last few years? As per data released by CX Sphere, the integration of AI with CX has increased by 45 percent over the past few years. As per a projection, by 2025, 95 percent of customer interactions will be powered by AI!
This tells us how important AI is. Apart from highlighting the importance of AI in enhancing CX, it also underscores the role of AI in handling repetitive and routine tasks such as customer service, data analysis, and predictive modeling. This transition is not merely about enhancing CX but also about transforming the way organizations look at customer service.
2. Use of AI to Understand Intent and Orchestrate Interactions
When any customer (or potential customer) initiates conversation with an organization, they do so with some specific intent. When organizations succeed in predicting customers’ intent, they can enhance customer service and CX. This is where AI can play a huge role, i.e. in understanding customers’ intent and orchestrating interactions.
A study conducted by Forrester Research found that three-quarters of decision-makers would like to use Al to understand the intent and orchestrate interactions across all digital and all digital voice channels. Knowing and understanding customers’ intent is extremely crucial for call and contact centers. When these organizations leverage AI-powered contact center software, they are well-equipped to understand customers’ intent and tailor responses accordingly.
3. Use of AI to Enhance Customer Service
Can AI be used to enhance customer service? Yes, it can. In fact, a study has found that 63 percent of retail organizations that took part in the survey said that they use AI to improve customer service.
No doubt, when AI is leveraged strategically it can take customer service to an altogether different level. But it is also important to keep human factors in mind. As James Johnson, director of Customer Care Express, once said, “While Al will significantly change how we interact with and serve customers, two things will remain uniquely human and essential to business—empathy and integrity.”
4. Positively Shape CX
It’s one thing that customer-facing businesses assert that AI can prove to be extremely useful in influencing CX. But it’s a totally different thing to know that a majority of customers feel the same.
From businesses’ point of view, AI can indeed shape CX for all types and sizes of customer-facing organizations. And they can do the same thing for customers—the real living and breathing people. As per a latest stat, 73 percent of customers believe AI can positively impact the customer experience!
5. Power of AI Software in Delivering Desirable CX
The way a customer-facing organization leverages AI software can mean a lot when it comes to delivering CX. As per a study four out of every five respondents (customers) who have interacted with AI software for customer service had a positive experience.
AI-powered contact center software solutions offer a wide array of cutting-edge features such as chatbots and virtual assistants, which can provide fast, consistent, and reliable responses and result in superior CX.
6. Leverage AI to Map Customer Journeys
According to a survey conducted in 2022 globally among marketing leaders, 60 percent of respondents stated that the most popular reason for using AI is to enhance CX as well as to predict customer behavior and needs.
Nearly 47 percent of them said that they use AI to map frequent customer journeys. In comparison, only 23 percent of the respondents said that they use AI to improve marketing qualified leads (MQLs) such as chatbots. This asserts that call and contact centers can also leverage AI in their call and contact center software solutions to map customer journeys as well as enhance MQLs in addition to improving CX!
7. High Satisfaction Rates
As per a data published by Statista, customers in the United States were rather satisfied with their CX interactions with AI and robotic process automation (RPA). In fact, 16.7 percent of the professionals surveyed declared that their customer rated their interaction with AI automation ten out of ten. On the other hand, 17.7 percent of the respondents found their customer fully satisfied with their interaction with robotics automation.
Integrating AI and RPA into contact centers can significantly boost customer satisfaction by providing faster, more accurate responses. Apart from that, AI-powered contact center software solutions ensure continuous support and enhance customer experiences with always-on assistance, even outside of regular business hours!
All In All
AI is extremely crucial for customer-facing organizations as well as call and contact centers. If you’re looking to enhance the way you deliver customer service and CX, you must consider leveraging AI-powered call and contact center software solutions.
Having said that, it’s also important to note that AI should complement, not replace, human interaction. A good blend of both can create a seamless and personalized CX.
The right call and contact center software solutions allow you to do just that! Equipped with cutting-edge AI tools and chatbots, these advanced software only automate the manual and repetitive tasks but they improve the way organizations deliver CX by leaps and bounds.
