Future of Work (Room 221)
Use AI To (Virtually) Hug Your Customer
You’re in a taxi on your way to the airport when your airline app sends you a notification message, an email, a phone call, and a text. “Hi, Barbara, your connecting flight #2001 has been cancelled due to poor weather conditions. I see that tomorrow is your birthday, so we want to get you home safely today. We have two alternative flights for you. Please select your preference.” From your smartphone app, you select the flight. The app replies with flight confirmation information, and follows up with an email and a text. The airline knows who you are, they know your situation, they know when it’s your birthday, they know about the cancelled flight, and they know your preferred connecting cities based on past flights. Later, when you arrive at your connecting city, you receive another notification inviting you to their lounge for a birthday drink, along with its location. This is the power of cloud data analytics and artificial intelligence (AI) and it’s revolutionizing the business-customer relationship. But, in order to achieve this result, businesses need to realize the role AI and machine learning (ML) can play within its customer service-focused systems such as the contact center. AI and ML can provide bot self-services and virtual customer assistants to help agents with real-time context, cognition, and intelligence. AI helps you predict what each customer will need next, and it puts context around the customer experience and delivers it across every channel. AI can also remove mundane tasks and ensures agents have information at their fingertips, so that they can care for each customer at a highly tailored, individualized level. This session will discuss: The role AI & ML will play in the future of business-customer relationships, and how AI & ML will not only simplify business processes when it comes to customer service but also greatly enhance the customer’s experience, building stronger bonds of loyalty and trust.