EDITOR ’ S QUESTION
CHRISTOPH BÖRNER , SENIOR DIRECTOR OF DIGITAL , CYARA
Artificial Intelligence ( AI ) is a hot topic right now and companies are talking about it everywhere , from the board room all the way to the contact centre . AI has been implemented in chatbots , robotic process automation , virtual agents and many other technologies for sales and customer service . And with AI becoming more widely used by businesses than ever , conversational AI has started to play a larger role in contact centre strategies . The global conversational AI market is anticipated to expand at a compound annual growth rate of roughly 22 % between 2020 and 2025 because of the advantages of this technology . dozens of emails per day from customers who are confused about product details or are just looking for help . These enquiries can now be automated with a chatbot , simplifying the process for the customer service team to identify and solve customer issues .
There are also AI-driven tools that can analyse customer data to assist businesses in better understanding and serving their customers like never before .
This goes far beyond typical metrics like customer satisfaction ( CSAT ) and Net Promoter Scores ( NPS ) to understand how customers truly feel about a business and what they want to gain from it in the long run .
Increasing the use of AI frees up resources instead of needing to hire more people to boost productivity like a traditional call centre , which increases costs . In addition , AI enables agents to concentrate on more complex inquiries , retain customer interest and streamline operational efficiency . Although conversational AI is still in its early phases , it effectively understands customer demands and responds in a natural way .
With AI , businesses can identify strained customer relationships by analysing customer behaviour patterns and giving businesses the opportunity to repair the relationship before it ’ s too late . x
Personalisation is another area where AI is having a significant impact . For instance , the best AI-powered chatbots and voice bots can offer products , services and overall customer experiences that are tailored to the specific user .
They ’ re also becoming more skilled at understanding and responding appropriately to a wide variety of different languages , accents and dialects .
Furthermore , chatbots are more skilled at understanding all possible variations of how a customer could phrase a question or request . This is especially beneficial for customer service representatives who might receive
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