The future of CX
As I was reading this, I realized that the further development of AI for the purpose of conversations is already here
In fact, I have already experienced it myself as have many of us
What does this mean for CX (Customer Experience)
It raises the bar yet again
Simple bots that help customers navigate a website are being replaced by much more sophisticated AI that actually answers questions!
This frees up resources to spend time on more complex issues as well as continued development of products and services
However, this also removes another layer of need for those who would perform these tasks on your front lines of customer service
In the short term, this will create and is already creating a gap
My belief is that people will always want to deal with people when they have a real challenge they need to be solved
So it’s important to create an alignment between technology and CX that does not create a loss of customers rather than a gain…
When corporate and business voicemail first came on the scene it took off for it’s convenience and cost savings
However, in the end, voicemail jail became a joke with people avoiding companies that relied on it
AI can do amazing things, but don’t take the human interaction out of your CX
In fact, in my humble opinion, you need to better train your teams so they communicate properly with customers…ONLINE and not by email or phone
When I have a question for a supplier or vendor these days, I text or message them through messenger, WhatsApp, or even their chatbox…
Your customers are doing the same thing…
BUT are you responding?
#ceo #customerexperience #digitaltransformation #leadership #salesenablement
This article is published on:https://towardsdatascience.com/conversational-ai-trends-and-predictions-for-2022-8be05e15e713