Webhelp recently commissioned revealing new research from polling experts YouGov, designed to uncover what 2,000 British adults really think about Artificial Intelligence (AI). The report explores the public perception of how AI technology will change the way brands provide customer service. Webhelp's Global Analytics Director, Chris Bryson, takes a closer look at the findings: Rules in CX are being rewritten. It's getting harder to predict the future but we can still try. In the evolving digital marketplace, as customers become more exposed to AI systems, it is critical that businesses consider new strategies for the future of shopping without human-to human contact.
As new technology drives a sea change across the customer experience sector, it is important to evaluate how the public honestly values personal interaction as a service need. Webhelp conducted research with the polling experts YouGov asking 2,000 British adults for their thoughts on Artificial Intelligence (AI) and how it might change the way that brands offer customer service. Webhelp UK's CEO, David Turner, looks at the importance of the human touch. Rules in CX are being rewritten. It's getting harder to predict the future but we can still try.
From the research findings, it seems that most people still believe in the importance of the human touch in their interactions with brands. In our survey, 44% said that they do not think AI will impact them positively in any way and 52% said that it would make dealing with brands more impersonal. You can take a look at this recent blog by my colleague Dave Pattman, Innovation Director at Webhelp, for a deeper dive into the research results, but as I read the results it made me think about some of the complexities of using AI in the customer service environment. When designing any customer service solution the ultimate objective is to deliver a fantastic customer experience (CX), so AI should really just be one more tool or option – why has it recently been under so much scrutiny? It's clear to me that we have been barrelling along what the industry analyst firm Gartner calls'the hype cycle' for the past couple of years with AI.
The swift emergence of AI and automation technologies is creating a strategic challenge in terms of expertise. Increasingly, businesses are struggling to attract and retain the people they need. Webhelp's Director of Strategic Marketing, Dave Pattman, examines the AI skills gap and international data trends to find creative ways to solve this crisis. Artificial intelligence (AI) is poised to transform processes and productivity across business, industry and the economy as a whole. This burgeoning field is driving digital transformation in customer experience, forcing companies to compete to recruit top-end talent.
Artificial intelligence, combined with Automation, has an incredible ability to simplify and perform tasks like ordering, searching and reporting. But deployed in the wrong way, it has the potential to damage the customer experience. In this article: David Pattman, Innovation Director, Webhelp, looks at future of AI and the untapped potential for it augment human performance. Across the Globe, Artificial Intelligence (AI) is becoming a seamless part of every significant system. Digital world leader Estonia is bringing AI systems into their courts, whilst in the US, organisations like the Air Force, Social Security and the Environmental Protection Agency are already using AI and machine learning algorithms to improve performance.