Customers have many interactions with your business, but not all of them are human.
Every interaction contributes positively or negatively to the customer experience. Sometimes your customer just wants help quickly. In these cases, artificial intelligence (AI) bots offer effectiveness and efficiency. But sometimes those customers need to interact with a real person. They want to feel valued. And although AI cannot (yet) express empathy, the right AI solution can make it easy to convey empathic experiences from your contact center, no matter how your customer wants to interact.
AI enables you to personalize experiences on a large scale by understanding huge amounts of data. This enables you to anticipate and predict the needs of your customers. AI applications span the entire customer journey. In this way, you can understand the conversations across the interaction channels and empower your agents. With efficient workflows, AI interprets, predicts, and recommends the next best option based on your customer preferences and business goals. It works in the background to automate decisions about when to communicate, when to move interactions to a bot, and when to route them to an agent.
Artificial intelligence runs throughout the customer and employee journey and connects interactions with insights that help employees develop empathy. It personalize and orchestrate trust-building real-time experiences and optimize the results with predictive analytics. and machine learning ensures customer loyalty. To improve the customer experience, AI engages customers consistently and simultaneously across all channels. By connecting all relevant data across real-time, historical and asynchronous engagements, sales, marketing, service, digital and voice channels, human and bot interactions — as well as CRM and other internal systems — AI can ensure customers feel reminded.
Customer experience at scale
As competition and customer expectations continue to rise, it becomes even more difficult to scale a business without the help of AI and business leaders are beginning to understand that AI is required to meet customer needs. Improving customer experience ranks at the top of the list for why companies invest in AI. From the very first engagement, Genesys AI is there to help. Through predictive engagement, AI understands and recognizes potential buyers and the ideal time, method, and offer to engage them. The web visitor needs help, AI can predict when and how to help AI can predict when and how to help. Then the technology uses chatbots to help customers and answer questions.
Genesys’ data processing and pattern matching capabilities help organizations understand how customers search for information. The team receives important information about the type of questions asked and the number of questions on a particular topic. They can also see, in real time, how the customer is posing a question so that you can better relate the information to the request.
Improving the employee experience
AI doesn’t just improve the customer experience; It also provides employee benefits. In fact, customer and employee experiences are inextricably linked. Numerous research studies and publications by Gartner, Gallup, Harvard Business Review and the Temkin Group show that good employee experiences contribute to good customer experiences. MIT Research found that companies with the best employee experiences (top quartile) develop more successful innovations and advertise double the Net Promoter Score, a measure of customer satisfaction and advocacy, than those in the bottom quartile.
In order for employees to create a unique and positive experience, you need to provide employees with the right tools. To do this, you strategize and implement tools to improve employees’ skills so that they are able to deliver a new level of service. This also includes teaching employees the necessary skills to work alongside AI-based technologies.. First, performance can be gamified through Genesys artificial intelligence to relate to easily measurable metrics. Second, supervisors and training managers can measure how training modules are affecting performance. They can derive this based on measuring the performance of either individual employees or cohorts with or without specific training. They can then make changes if necessary. The effects of training can occur in several dimensions, e.g. How they affect a particular skill, quality management scores, or more traditional metrics like average handle time or first call resolution.
In addition to using AI to measure performance and then propose training, organizations need to train their employees to work with AI tools. This means understanding how the data is created, what sources the technology uses to make its predictions, and what potential sources of error or bias occurs in determining the results. Employees also need to understand when to use “intuitions” and when those hunches may be less accurate than deployed technologies.
AI drives results
Artificial intelligence provides organizations with a better understanding of their resources and capabilities and the tools to use those insights to drive future interactions in a continuous effort to continuously improve for customers and agents. Forrester estimates enterprises that blend AI technology with humans can improve customer satisfaction by 61%, operational, efficiency by 68% and agent productivity by 66%. In the customer experience, AI is only as good as the benefits it offers. And when it comes to business goals, there are three different ways AI can do it. AI helps to grow revenue through optimization; predicts the buying intentions of online visitors; and proactively connects qualified customers and prospects with the right offer at the exact time of need. AI also cuts costs by automating more tasks and solving problems faster using chatbots and forecasting to meet fluctuating business needs. Artificial intelligence increases the performance of customer meetings through interactions and offer recommendations in real time.
AI-supported customer interactions are a reality today. With the right connections and access to data, you can leverage AI technology to automate repetitive tasks, personalize digital interactions, and improve employee effectiveness. Look beyond a single line of business and focus on the entire customer journey- from marketing and sales to service and loyalty. By unifying valuable data, artificial intelligence technology can deliver incredible insights and influence the results.
