CENTERS OF EXCELLENCE
BY PABLO SANCHEZ, ATENTO
ILLUSTRATION PROVIDED BY ADOBE STOCK
THE JOURNEY TO THE NEW WORLD OF AI HOW CENTERS OF EXCELLENCE CAN GET YOU THERE.
In an era where AI is reshaping the landscape of customer service and personalization, the industry is undergoing a profound transformation to adapt to new interaction models. A global study, " The State of Personalization 2023 " by Twilio Segment, reveals a compelling trend. Namely that an overwhelming 92 % of businesses are harnessing AI-powered personalization to spur growth, with 69 % of executives ramping up their investments in this
AI... IS HELPING COMPANIES TO BETTER SERVE CUSTOMERS BY ANALYZING AND CROSS-REFERENCING LARGE AMOUNTS OF REAL-TIME DATA.
arena. This backdrop sets the stage for our own venture into Generative AI.
An example of this is the use of Generative AI-powered chatbots and virtual assistants. In addition to providing instant answers to customer questions, 24 hours a day, these tools act as“ co-pilots” for agents. They enable everything from automatic distribution of processes to identifying the most appropriate and agile response( s) during any transaction.
AI is already playing a key role in improving the customer experience( CX). It is helping companies to better serve customers by analyzing and cross-referencing large amounts of real-time data. This allows companies to anticipate customer needs and provides valuable insights to improve products and services that align with each customer ' s individual needs.
Additionally, AI-based sentiment analysis can assess the tone of conversations, allowing companies to approach customers proactively to resolve issues and prioritize more critical services and take immediate action to resolve issues or improve the experience. This is especially valuable on social media platforms where opinions can spread quickly.
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