"AI can handle enormous volumes of routine contact without breaking a sweat, or needing a rest. It can summarise long interaction histories from different sources in seconds, giving human agents valuable context that would have taken them hours to assemble manually."
"It can unlock personalisation at a scale that used to be impossible, or extremely expensive. It can spot patterns in customer behaviour that would escape even the best human analyst."
"92% of businesses plan to invest further in generative AI over the next three years. The potential to give frontline colleagues more time and better information is now upon us."
AI is reshaping customer interactions, making it essential for organizations to consciously decide its role in enhancing or diminishing brand relationships. The technology excels in managing high volumes of routine inquiries, providing context to human agents, enabling large-scale personalization, and identifying customer behavior patterns. A significant majority of businesses plan to invest in generative AI, recognizing its potential for efficiency and improved customer service. The future of brand-customer relationships hinges on these design choices made by organizations.
Read at London Business News | Londonlovesbusiness.com
Unable to calculate read time
Collection
[
|
...
]