AI for Business Outcomes: Selecting the Right Tools to Drive Results

Introduction

Customer needs have changed, and so have their expectations for a great, or even good, customer experience (CX). Customer outreach typically starts on a website or mobile app, can continue via chat, may transition to an email, or move to a live agent voice conversation, depending on customer preferences and logistics. Alternatively, a customer may begin by reaching out via phone and interacting with an artificial intelligence (AI)-enabled self-service solution (bot) that fully addresses their needs, utilizes automation to complete a few tasks on their behalf, and then sends a secure email or WhatsApp confirmation. Customers expect to communicate with an organization using the most convenient channel for them in the moment, and for the company to have full visibility into their history, relationship, activities, and needs, regardless of how they interact. While this is what consumers want, it’s proving to be hard for many organizations to deliver, although most are striving to better meet customer demands.

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