... WE ' RE WITNESSING A PIVOTAL SHIFT, WHERE AI IS NO LONGER CONFINED TO AUTOMATING MUNDANE TASKS. INSTEAD, AI IS DRIVING REAL-TIME DECISION-MAKING...
ARTIFICIAL INTELLIGENCE
BY AMITABH MISRA, SPRINKLR
ILLUSTRATION PROVIDED BY ADOBE STOCK
HUMANIZING THE AI EXPERIENCE
HOW AGENTIC AI PLAYS A KEY ROLE.
44 CONTACT CENTER PIPELINE
In our hyper-connected reality, a staggering 88 % of customers now equate their experience with a company to the value of its products or services. As a result, one misstep, one negative interaction, and customer churn becomes a very real threat.
By the same token, one strong positive move, one superbly excellent interaction, and customer loyalty is strengthened. And that customer may become a business-building brand advocate.
So, customer engagement isn ' t just about providing basic support anymore. It ' s about fundamentally transforming the contact center into a strategic asset.
In making that happen, we ' re witnessing a pivotal shift, where AI is no longer confined to automating mundane tasks. Instead, AI is driving real-time decision-making, truly personalized customer journeys, and self-serve customer service enabling quick resolutions.
For businesses, this means understanding how to harness AI ' s potential. Not only to enhance customer engagement and drive efficiency, but also to forge a distinct competitive advantage.
PRIORITY 1: PERSONALIZED AND PROACTIVE CX
For any business that prioritizes effective customer experience( CX), integrating AI into contact centers is essential to stay competitive. The businesses that embrace AI-driven solutions improve customer satisfaction, streamline operations, and gain deeper insights into customer needs.
How? AI enables deep customer understanding by analyzing vast amounts of data- conversations, social media, surveys, and more- to create truly personalized experiences.
... WE ' RE WITNESSING A PIVOTAL SHIFT, WHERE AI IS NO LONGER CONFINED TO AUTOMATING MUNDANE TASKS. INSTEAD, AI IS DRIVING REAL-TIME DECISION-MAKING...