AI is becoming one of the most popular investments in every business sector. And while it is already being used in certain parts of the retail sector, what else can we do to ensure that AI doesn't just improve the retail sector, but revolutionises it? While there is assistance in various factors such as robots improving in-store customer service, digital assistance in terms of AI means that we've got to ensure that the in-store workers are ready to cope with the workload associated with AI too. Robots work to improve processes in this respect but you've also got to remember that if you are looking to improve productivity that you need the foundation associated with the sheer workload of AI. This is where GPU optimised servers can help as they are specifically designed for AI workloads.
Each&Other are delighted to host Dave Pattman, MD of CX Services at Gobeyond Partners, to speak on the subject of'Adding Value to Digital Experience through Human Assistance'. As organisations invest in solutions that leverage AI and automation to increase levels of self-service via digital channels, many state their goal is to eliminate the need for customers to interact with a human agent. Dave will show how value can be created by designing-in rather than designing-out human assistance into digital journeys. In a career spanning more than 20 years, across FMCG, Financial Services and BPO, Dave helps organisations design, improve and transform their customer experiences. An award-winning consultancy, Gobeyond Partners are a collective of talented people working alongside some of the world's best known organisations, providing them with consulting, training, innovative technology and next-generation managed services.
Voice, video, and immersive reality (AR and VR): Currently underutilized, biometric authentication will soon become a technology that does far more than unlock applications and phones. Both facial and voice recognition will find uses well beyond authentication. Organizations will deploy voice and video chat, call, and conference to provide automated support and provide expert assistance, elevating the user's experience from "type and tap" to "speak and show." Apps will decipher user intent rather than commands, making them seem more human and allowing them to provide sophisticated assistance in areas like healthcare, banking, retail, and utilities. Rapidly maturing technologies like AR and VR will further enhance these capabilities.
Your customers–every single one of them–have been changed by their exposure to web-based commerce. Regardless of the type of business you're in, the customer service and customer experience expectations of your customers have been changed forever. It doesn't matter if you're a retail bank or a hair stylist or a clothing store; there's no going back to a pre-Web mentality if you want to survive and prosper with the customers of today and tomorrow. Customers today expect every business in every industry to achieve "digital parity." In other words, your business needs to be able to offer all the advantages, and be as easy to do business with, as the best of what your customer has encountered online and in self-service solutions.
Telstra has been directed to commission an independent audit of its priority assistance obligations compliance by the Australian Communications and Media Authority (ACMA) after the federal government agency found the telco to be in breach of assisting customers with life-threatening medical conditions. "The remedial direction results from an investigation into Telstra following two incidents in 2017 where customers with serious, chronic health conditions were unable to use their Telstra landline service," the ACMA said on Monday morning. "Neither customer was registered for priority assistance, but both made plain their serious health conditions and their need for a working telephone service. "In both cases, the customers passed away." According to the ACMA, in both of these cases Telstra failed to provide priority assistance information eight times when customers had enquired, and to put into practice emergency medical request procedures nine times.