{"id":2633,"date":"2020-04-29T16:47:58","date_gmt":"2020-04-29T16:47:58","guid":{"rendered":"https:\/\/www.danielparente.net\/en\/?p=2633"},"modified":"2020-04-29T16:54:27","modified_gmt":"2020-04-29T16:54:27","slug":"how-ai-is-changing-the-customer-experience","status":"publish","type":"post","link":"https:\/\/www.danielparente.net\/en\/2020\/04\/29\/how-ai-is-changing-the-customer-experience\/","title":{"rendered":"How AI is changing the customer experience"},"content":{"rendered":"

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AI a driver for changes in\u00a0 the customer experience<\/h2>\n

AI is rapidly transforming the way that companies interact with their customers. MIT Technology Review Insights\u2019 survey of 1,004 business leaders, \u201cThe global AI agenda,\u201d<\/a> found that customer service is the most active department for AI deployment today. By 2022, it will remain the leading area of AI use in companies (say 73% of respondents), followed by sales and marketing (59%), a part of the business that just a third of surveyed executives had tapped into as of 2019.<\/p>\n

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Intimacy and efficiency<\/h3>\n

In recent years, companies have invested in customer service AI primarily to improve efficiency<\/a>, by decreasing call processing and complaint resolution times. Organizations known as leaders in the customer experience field have also looked toward AI to increase intimacy\u2014to bring a deeper level of customer understanding, drive customization, and create personalized journeys.<\/p>\n

Genesys, a software company with solutions for contact centers, voice, chat, and messaging, works with thousands of organizations all over the world. The<\/span> goal<\/span> across<\/span> each<\/span> one<\/span> of<\/span> these<\/span> 70<\/span> billion<\/span> annual<\/span><\/a> interactions<\/span>, says<\/span> CEO<\/span> Tony<\/span> Bates<\/span>, is<\/span> to<\/span> \u201cdelight<\/span> someone<\/span> in<\/span> the<\/span> moment<\/span> and<\/span> create<\/span> an<\/span> end-to-end<\/span> experience<\/span> that<\/span> makes<\/span> all<\/span> of<\/span> us<\/span> as<\/span> individuals<\/span> feel<\/span> unique.\u201d<\/span><\/span><\/p>\n

Experience is the ultimate differentiator, he says, and one that is leveling the playing field between larger, traditional businesses and new, tech-driven market entrants\u2014product, pricing, and branding levers are ineffective without an experience that feels truly personalized. \u201cEvery time I interact with a business, I should feel better after that interaction than I felt before.\u201d<\/p>\n

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In sales and marketing processes, part of the personalization involves \u201cpredictive engagement\u201d\u2014knowing when and how to interact with the customer. This depends on who the customer is, what stage of the buying cycle they are at, what they are buying, and their personal preferences for communication. It also requires intelligence in understanding…<\/p>\n<\/div>\n

…<\/p>\n

Read the full article by MIT Technology Review Insights <\/a><\/p>\n

This is an excerpt of the article that was recollected from flipboard, as to generate a clip of interesting news from the topics that i think are important and I want to save for further references and share with my readers.<\/p>\n

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[ad_1]   AI a driver for changes in\u00a0 the customer experience AI is rapidly transforming the way that companies interact with their customers. MIT Technology Review Insights\u2019 survey of 1,004 business leaders, \u201cThe global AI agenda,\u201d found that customer service is the most active department for AI deployment today. By 2022, it will remain the […]<\/p>\n","protected":false},"author":372,"featured_media":2634,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":"","jetpack_post_was_ever_published":false},"categories":[94,92,98],"tags":[],"class_list":["post-2633","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-artificial-intelligence","category-data-science","category-machine-learning"],"blocksy_meta":[],"jetpack_featured_media_url":"https:\/\/e928cfdc7rs.exactdn.com\/info\/uploads\/sites\/3\/2020\/04\/How-AI-is-changing-the-customer-experience.png?strip=all","jetpack_shortlink":"https:\/\/wp.me\/p2TFCd-Gt","jetpack_sharing_enabled":true,"jetpack-related-posts":[],"_links":{"self":[{"href":"https:\/\/www.danielparente.net\/en\/wp-json\/wp\/v2\/posts\/2633","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.danielparente.net\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.danielparente.net\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.danielparente.net\/en\/wp-json\/wp\/v2\/users\/372"}],"replies":[{"embeddable":true,"href":"https:\/\/www.danielparente.net\/en\/wp-json\/wp\/v2\/comments?post=2633"}],"version-history":[{"count":2,"href":"https:\/\/www.danielparente.net\/en\/wp-json\/wp\/v2\/posts\/2633\/revisions"}],"predecessor-version":[{"id":2648,"href":"https:\/\/www.danielparente.net\/en\/wp-json\/wp\/v2\/posts\/2633\/revisions\/2648"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.danielparente.net\/en\/wp-json\/wp\/v2\/media\/2634"}],"wp:attachment":[{"href":"https:\/\/www.danielparente.net\/en\/wp-json\/wp\/v2\/media?parent=2633"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.danielparente.net\/en\/wp-json\/wp\/v2\/categories?post=2633"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.danielparente.net\/en\/wp-json\/wp\/v2\/tags?post=2633"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}