With advancements in technology, customers are also having higher expectations from businesses. The customer service industry too is going through a 360-degree transformation in setting and meeting such benchmarks. Omnichannel customer experience leaves an indelible impression in terms of consistency and customization. The key role players in the entire scheme of things are artificial intelligence and automation. Think of them as your business’s left and right hands. With the right technology, human efficiency increases multi-fold eventually resulting in higher profits.

Let’s deep dive into the world of artificial intelligence, automation and how it benefits the customer experience domain;

What is Automation and AI in customer experience?

Having Artificial Intelligence or AI is essentially delegating the repetitive, monotonous tasks assigned to the machines that are continuously learning which were earlier performed by the human resources. These could be tasks as simple as calling a pre-fed customer number to suggest an ongoing scheme or being on the receiver side when a customer calls. IVR is one example where a customer can be redirected to the right path. 

With AI coming in, it is not just the redirection that happens but to a great extent conflict resolution as well. This saves an unsurmountable amount of time, cost of money for the tasks that are real challenges and that need the human touch. 

Another key aspect to look at is the exponential reduction in waiting time on the calls received from customers. This automatically improves the customer experience and imbibes a sense of gratification with a consistent omnichannel customer experience. 

Both AI and Automation go hand-in-hand when it comes to bringing in customer delight. While the customer is delighted to pass the long waiting queues with the automated call receiver, AI can listen, learn, and customize the overall experience through the journey. 

Generative AI: A giant leap

The technological advancement is not limited to just AI but the next generation of it awaits the users vividly. Generative AI is the future that not only works on the pre-fed data and patterns but can unlearn, learn, and generate on its own. The output can range from conversations, images, music, ideas, solutions, and much more.

Think of it as a super bot that is observing human behavior at all stages across all the calls. The bot is smart enough to understand the context and make meaningful conversation out of it. With generative AI in the picture, the machine goes to the extent of understanding the inputs and generating meaningful solutions to the conflicts and questions. 

Surpassing the concepts of predictive analysis and basic automation, generative AI is leading the trends with personalized outputs and human-like responses. 

Benefits of AI and automation in customer experience 

Faster ticket resolution: The customer service industry relies on multiple ways of communicating with the customer and vice-versa. Omni-channel customer experience across mediums is widely dependent on consistency and personalization. With automation in the picture, it becomes quite easy to be consistent with accuracy and personalized touch.

Lesser call waiting time: With automated response in place, incoming client calls need not wait in long queues.

Cut down on repetitive tasks: Repetitive tasks like call routing, answering basic queries, scheduling, etc. can be handled by bots that too with 100% accuracy.                                             

Real-time decision making: Omni-channel presence in customer experience can also account for multiple decisions to be made simultaneously. With data insights just a click away, most of the decisions can be made in real time.

With automation and AI conquering the experience world byte by byte, it is wise to implement the latest systems to scale up and skill up the business. It is time that human resources are put to more crucial tasks requiring special skills. This will help personalize the customer experience multi-fold which will help the business stand out and outshine the competition. 

Want to learn more about AI Enhancing Customer Experience?Read how Teckinfo solutions can help you improve customer service with omnichannel contact center software here. To learn more about how AI  automates routine tasks and enhances customer experience,  contact our team of experts.