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According to a recent study by Gartner, 80 percent of customer service interactions will be handled, at least partly, by AI in 2020. Automated chatbots already dominate around a quarter of customer interactions in most enterprises.
Fremont, CA: The discussion on Artificial Intelligence (AI) has started to become an old one now, and many believe it has become an old topic for conversation. On the contrary, AI has just started from the blocks and is yet to reach its maximum potential. Contact centers focused on customer engagement have moved beyond AI and begun practical implementation. Most organizations have now changed their focus towards the implementation of AI rather than just discussing the potential it holds for the future. From Natural Language Processing (NLP) to image recognition, AI applications are already in full swing in the contact center market.
According to a recent study by Gartner, 80 percent of customer service interactions will be handled, at least partly, by AI in 2020. Automated chatbots already dominate around a quarter of customer interactions in most enterprises. The customer engagement technology sector is continually expanding the very definition of what AI is and what it can do. Customer experience drives AI. Businesses aim to stay ahead of the curve and enrich the customer experience, turning AI hype into tangible business success.
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By combining AI with real-life human intelligence, you can get an augmented dual interface that delivers a competitive advantage to companies wanting to offer a frictionless customer journey. Organizations are implementing an omnichannel contact center that deploys AI working hand-in-hand with human agents to ensure they don't end up in the bottom quartile for customer satisfaction. Top quartile companies experience 77 percent less churn from their employees and are 44 percent more profitable. Studies have shown that the primary reason for customer service agent dissatisfaction is none other than a heavy workload. Using intelligent automation, contact centers can eliminate the mundane tasks for their human agents.
The evolving role of machines means less training costs. In the past, data scientists were required to process, analyze, and derive insights from customer data. Today, the same job can be performed by AI-solutions that are programmed to do this automatically, reducing organizations’ dependency on scarce and pricey skill-sets. With all these highly advanced systems run by AI rises the common notion that the rise of machines will replace human involvement. On the contrary, AI needs some level of human supervision to ensure smooth functioning. By adding a human touch, the customer experience is a more personal and connected one.
With such intelligence assistance, employees will no longer have to work for long hours and slog to meet targets. Work will be more efficient and deliver better results. The inclusion of automation also reduces the possibility of errors. Over the years, there have been multiple technologies that have revolutionized the way we work but have never replaced the human touch. The overall developments in a field only open up more prospects for long term career opportunities in customer engagement.
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