INDUSTRY INSIGHT
“ Our key aim is to ensure those customers who are happy to self-serve can find what they need quickly and remain online, without the need to phone us, leaving us more time to provide tailored support to customers who need extra help."
Designing around people, not processes
The next step for customer service organisations: make digital services work better for the people using them. Reducing friction and lowering the barrier to finding information means a more effective experience for a broader population, not just those with accessibility needs.
In a world where customer experience and digital inclusion are becoming increasingly connected, AI offers organisations the opportunity to rethink how people access information and services. Those that use it to make interactions simpler, more intuitive and more inclusive are likely to see the greatest value. x www. intelligentcxo. com
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