Scaling customer experiences with data and AI

Today, interactions matter more than ever. According to data compiled by NICE, once a consumer makes a buying decision for a product or service, 80% of their decision to keep doing business with that brand hinges on the quality of their customer service experience, according to NICE research. "I think AI is becoming a really integral part of every business today because it is finding that sweet spot in allowing businesses to grow while finding key efficiencies to manage that bottom line and really do that at scale," says vice president of product marketing at NICE, Andy Traba. When many think of AI and customer experiences, chatbots that give customers more headaches than help often come to mind. However, emerging AI use cases are enabling greater efficiencies than ever.