Forging genuine customer experiences through AI - TechNative

Conversational AI is playing an increasing role in customer service contact centres. It can greet customers, handle routine requests in a conversational manner, and more accurately route interactions to the service agents who can best assist. But when a customer reaches out to a contact centre, they are often frustrated because they have unsuccessfully tried to solve their problem online, and they expect their request to be met with empathy and urgency. Irritation can take over if the user reaches an AI bot when they need a human conversation; or if they have to wait for a human when an AI could resolve the issue more efficiently. When seeking immediate answers and information, 36% of customers choose self-service chat or a virtual agent.