You buy a book on Amazon. Its algorithms recommend some other books. As you continue making purchases, the algorithms automatically teach themselves to improve their recommendations based on your choices. It's smart, it's useful, and it has many broader marketing applications--especially when embedded and working behind the scenes--from predicting customer behavior to powering chatbots. What it's not is Artificial Intelligence.
Artificial Intelligence is poised to solve world-peace, poverty and hunger as well as the climate crisis. At least that's what one could think when reading the headlines. In that respect I really liked this article from MIT Sloan and BCG: What managers need to know about artificial intelligence. This all fits very well with what I have learned so far about how DigitalCX (The customer experience platform that enterprises use to power chatbots, virtual assistants and in-app engagement) is helping clients to improve their customer's experience and reduce costs or improve revenues. Clients that understand what their customers want to know (and don't know) benefit greatly from our natural language processing capabilities.
Business automation and its services is in a high demand nowadays, giving customers all their requested information and in a timely manner. There are numerous highly advanced systems powered by automated solutions, which allows customers to easily book a restaurant, order takeaway, hotel reservation and even make a Dr. appointment. The customer service vertical is moving into a higher level thanks to the use of Artificial Intelligence (AI). Artificial intelligence (AI) is a specific field of computer science that highlights the making and formation of smart technologies that work and react like people. AI works by merging and unifying huge volumes of data with rapid processing and smart algorithms, permitting the software to acquire the information from patterns or features in the data generated.
The term artificial intelligence has been around since 1956; however many people don't truly understand what it means or how it affects their lives on a daily basis. Visions of robot overlords and sentient computers, no doubt the product of science fiction and pop culture, seem to always be attached to AI. But today, AI permeates all manner of things, from spam filters, to personalized recommendations, to voice assistants like Siri, Alexa and Cortana. While AI and machine learning are extraordinarily useful for completing manual tasks faster and more efficiently than human beings, science is always pushing the boundaries of what AI can do. In the business world, large enterprises are under constant pressure to close the gap with customers, to innovate how they engage, and to act with empathy – as a means to develop deeper (and ultimately more valuable) relationships.
Customer service is crucial for the success of any business and the rise in artificial intelligence (AI) programming in the form of chatbots is helping to enhance the customer experience. This article explores three of the most common obstacles that customers encounter when seeking assistance, and how a chatbot can help.