Talkdesk’s Future of AI in the Contact Center report found that 84% of CX professionals expect their company’s total spending on AI and automation to increase in 2025 compared to 2021, with 89% of CX professionals — including customer service leaders, managers and operational staff — believing in the importance of using AI in contact centers. However, only 14% of businesses consider themselves transformational with AI.
Just having the technology isn’t enough to produce positive results. AI users also need to follow these five best CX industry practices.
Leverage Timely, Relevant Data
To be useful in CX, it’s important that AI can leverage the right data at the right time, said Karl Phenix, Avtex director of sales engineering. “It’s easy to conceptualize AI as conjuring answers out of nowhere, creating something that wouldn’t exist otherwise."
He added, "AI helps employees gain useful insights and context about customers and proactively answer questions to serve them better. Does this customer prefer to be contacted by phone or email? Are they on the East or West coast? What times do they prefer to be contacted? AI can harness data and make intelligent recommendations, learning and improving from each interaction.”
Continue reading: https://www.cmswire.com/customer-experience/5-best-practices-for-using-ai-in-your-cx-strategy/
Just having the technology isn’t enough to produce positive results. AI users also need to follow these five best CX industry practices.
Leverage Timely, Relevant Data
To be useful in CX, it’s important that AI can leverage the right data at the right time, said Karl Phenix, Avtex director of sales engineering. “It’s easy to conceptualize AI as conjuring answers out of nowhere, creating something that wouldn’t exist otherwise."
He added, "AI helps employees gain useful insights and context about customers and proactively answer questions to serve them better. Does this customer prefer to be contacted by phone or email? Are they on the East or West coast? What times do they prefer to be contacted? AI can harness data and make intelligent recommendations, learning and improving from each interaction.”
Continue reading: https://www.cmswire.com/customer-experience/5-best-practices-for-using-ai-in-your-cx-strategy/
