Enhancing Customer Experience through AI

About 10 years ago, all business communications were done through email. Then, with the emergence of social channels such as Facebook and Twitter, it became progressively essential for customer experience strategy to involve support teams to monitor these channels. In the last two years, businesses have seen an increasing preference for live chat messaging like Whatsapp and Facebook Messenger. It can be asserted from this timeline that the first and foremost necessity when assessing customer experience is to identify the channel the customer prefers to interact on. Nowadays customers interact on a multichannel level; to provide a seamless customer service across all channels, businesses should be prepared to maintain the context when interacting with a particular customer across various channels.