Using technology to improve human connectionIncreasingly, the corporate world is using machine learning and artificial intelligence (AI) to assist with automating daily communication processes, and improve the customer journey. Having the capability to anticipate your customers’ needs is an easy way to improve their overall experience when interacting with your brand.
AI can help create a hyper-personalized experience for individual customers by analysing variables like past queries or product preferences. Businesses can also use AI to monitor app and website activity, identifying issues that customers are having so resolutions can be provided in real time. It can even help combat fraud, and solve simple and repetitive tasks for customer service.
Yet, this doesn’t mean that we have to rely solely upon technology to deliver an outstanding customer experience. The businesses of the future use the latest technology to both become more efficient, and to improve human-to-human connections. AI can help to support a more efficient customer service offering by categorizing and tagging emails, rerouting calls and answering basic questions - allowing customer service agents to hone in on higher-level interactions that provide more value.