Every interaction adds to the customer experience, either positively or negatively. Sometimes your customer just wants help quickly. In those instances, artificial intelligence (AI)-powered bots offer effectiveness and efficiency. But sometimes those customers need to interact with a real person. Regardless, they want to feel valued. And while AI might not be able to express empathy (yet), the right AI solution can facilitate your contact center’s delivery of empathetic experiences no matter how your customer wants to engage.
AI lets you personalize experiences at scale by making sense of massive amounts of data. With it, you can anticipate and predict your customers’ needs. AI applications span the entire customer journey. This allows you to understand conversations across engagement channels and empower your agents with efficient workflows. AI interprets, predicts and recommends the next-best option based on your customer’s preferences and your business goals. It works in the background to automate decisions about when to reach out, when to move interactions to a bot and when to route them to an agent.
AI runs throughout the customer and employee journey — connecting interactions with insights that help employees engage with empathy. It personalizes and orchestrates real-time experiences that establish trust — and optimizing outcomes with predictive analytics and machine learning ensures customer loyalty.
Continue reading:
https://www.forbes.com/sites/genesyscontactcentercloud/2021/09/01/anticipate-and-predict-individual-customers-needs-with-artificial-intelligence/?sh=454687213beb
AI lets you personalize experiences at scale by making sense of massive amounts of data. With it, you can anticipate and predict your customers’ needs. AI applications span the entire customer journey. This allows you to understand conversations across engagement channels and empower your agents with efficient workflows. AI interprets, predicts and recommends the next-best option based on your customer’s preferences and your business goals. It works in the background to automate decisions about when to reach out, when to move interactions to a bot and when to route them to an agent.
AI runs throughout the customer and employee journey — connecting interactions with insights that help employees engage with empathy. It personalizes and orchestrates real-time experiences that establish trust — and optimizing outcomes with predictive analytics and machine learning ensures customer loyalty.
Continue reading:
https://www.forbes.com/sites/genesyscontactcentercloud/2021/09/01/anticipate-and-predict-individual-customers-needs-with-artificial-intelligence/?sh=454687213beb
