We live in very exciting times. The AI debate is intensifying. There is a constant commentary on it from some of the finest brains of our times. Some are for it with gusto and some asking for caution. One thing is certain that advances in AI have accelerated in recent times like no other technology has done in the past few decades. Artificial Intelligence is pushing the envelope on what machines are capable of doing in all facets of life. It is very clear that AI will become much more pervasive and intertwined in our day to day life. It will change the way we live in fundamental ways.
AI is the ultimate frontier in technology. Organizations are investing significantly in AI and it will continue to happen with AI becoming more of an edge than an enabler for businesses. However, we often see organizations struggle to effectively leverage and implement AI capabilities to drive customer experience, efficiency and productivity improvements. It is about finding the right business case, algorithms and reimagining operations with AI.
AI-driven algorithms are evolving towards a state where AI powered services offer a personalized experience when communicating with humans. These AI-driven algorithms have the potential to constantly learn from a customer’s interactions and build on their ever-growing knowledge base. For instance, today in the customer support industry, AI powered chatbots understand the customer’s intent and respond to their queries in real time. Incredibly, they remember facts, learn from previous conversations, and can access online information by integrating with enterprise systems. Their ability to troubleshoot, answer complex questions, and engage in interactive dialogue makes them a third-generation customer engagement solution.
There are various AI powered solutions in the market today to manage the customer support ecosystem. However, it would be premature to state that all these solutions are effectively solving customer problems. Different solutions are in different stages of evolution and maturity. So, it is extremely important to adopt a pragmatic and portfolio-based approach towards adoption and execution.