CUSTOMER ENGAGEMENT
In 2024 , consumers have many non-negotiable demands : 49 % demand a variety of communication channels , 47 % want 24 / 7 customer support , and 49 % look for virtual agents who can resolve questions quickly .
The good news is that AI is revolutionizing omnichannel CX with enhanced personalization , efficient issue resolution , and even predictive capabilities that give customers what they want before they know they need it .
THERE ARE FOUR TO FIVE GENERATIONS OF CONSUMERS IN THE MARKET TODAY ... MAKING IT NECESSARY , YET CHALLENGING , TO MEET THE DEMANDS OF A HIGHLY DIVERSE BUYER POPULATION ...
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• Intelligent Case Routing . By analyzing case descriptions , the LLM could automatically route cases to the most appropriate engineer based on their skills and experience .
• Solution Recommendations . The LLM could provide potential solutions based on similar cases in the historical dataset , speeding engineers ’ responses and saving valuable time and effort .
... IT IS ESSENTIAL TO RECOGNIZE THE IMPORTANCE OF COLLABORA- TION BETWEEN AI AND HUMAN AGENTS .
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Its ability to provide consistent , high-quality communication and adapt to evolving consumer needs is unmatched . The great news : 61 % of consumers have a somewhat or very positive attitude toward businesses using AI tools to enhance CX , and 80 % have used AI-powered tools recently .
UNLOCKING POTENTIAL WITH AI
There are four to five generations of consumers in the market today , from Gen Z to Boomers , making it necessary , yet challenging , to meet the demands of a highly diverse buyer population wherever they arise .
The consequences of falling short continue to be severe . Channel preferences will remain fragmented , but a high-quality communications strategy goes beyond what channels consumers prefer ; it ’ s crucial to understand how they prefer to communicate .
Leveraging AI helps facilitate those conversations , assisting companies to better service and anticipate consumer needs . AI frees human employees from simple , monotonous tasks and allows
• Knowledge Base Enhancement . The insights generated by the LLM could be used to update and expand the historical knowledge base , ensuring that all engineers have access to the most up-to-date information .
COLLABORATION BETWEEN AI AND HUMAN AGENTS
While AI can significantly enhance the efficiency and effectiveness of customer service , it is essential to recognize the importance of collaboration between AI and human agents .
By leveraging the strengths of both AI and human agents , companies can deliver optimal customer service experiences that combines the speed and accuracy of AI with the compassion and problem-solving skills of human agents .
FUTURE DIRECTIONS FOR AI
The future of AI in customer service looks promising , with potential integrations of virtual and augmented reality to create more immersive support experiences .
Leveraging big data , AI can offer even more personalized customer interactions , them to focus on more valuable work .
The technology ensures companies never miss a beat , even when human employees go offline . And it ’ s always working in the background to uncover previously unseen insights — the “ a-ha !” moments — that turn organizations from reactive to proactive and from conventional to revolutionary in customer engagement .
Carlos Aragon is the Senior Director of Applications Product Marketing at Vonage . He has extensive experience in mobile and fixed-line unified communication and collaboration ( UC & C and UCaaS ), contact center ( CCaaS ), mobile messaging , communications platform-as-a-service ( CPaaS ) APIs , and WebRTC solutions .
CUSTOMER SERVICE
understanding needs and preferences on an unprecedented level . Continuous improvement in AI algorithms will ensure these systems can adapt to changing customer behaviors and expectations , maintaining relevance and effectiveness .
AI-powered customer service represents a leap forward from traditional support models . By enhancing efficiency , personalization , and scalability , AI is setting a new standard for customer interactions .
However , the true potential of AI lies in its ability to complement human capabilities , offering a hybrid model where technology and humanity converge to create unparalleled service experiences .
I am so excited to see how AI has the potential to help with this transformation . The integration of AI in customer service is not just an option but a necessity for businesses aiming to thrive in an increasingly digital world .
Angel Vossough , CEO and Co-Founder of BetterAI , leads the creation of innovative AI solutions like “ BetterMed ” and “ VinoVoss ” ( www . VinoVoss . com ), which is a semantic search and recommendation system creating a virtual wine sommelier . Angel ' s diverse experience includes roles at Cisco Systems , DiverseUp and Caspian Capital .