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.
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.
THE REWARD - Invitation to join other winning startups in the Webhelp "Customer Experience" Lab at Viva technology Paris 2016 (June 30 to July 2016) - Opportunity to work with Webhelp's Global R&THE REWARD - Invitation to join other winning startups in the Webhelp "Customer Experience" Lab at Viva technology Paris 2016 (June 30 to July 2016) - Opportunity to work with Webhelp's Global R&D Team in our development Lab to further develop and test your product - Invitation to an exclusive event with Webhelp's Founders, Olivier Duha and Frederic Jousset and representatives from our major investors KKR to discuss their startup experiences and advice - Opportunity to make joint proposals for your product alongside Webhelp to organisations selected from our client-base of over 300 leading business THE CHALLENGE It is clear that A.I., Digital Assistants, Virtual Agents, Messaging Bots etc are going to transform how customers and organisations interact with each other. How can organisations adopt these technologies cost-effectively to provide outstanding customer experiences and increase customer value? Dave Pattman, Director Global R&D at Webhelp says "Automation and Robotics are already starting to manage interactions between customers and organisations. Understanding how and when to blend machine and human agents to optimise experience and value will become increasingly important" Webhelp is interested in hearing from startups working in fields such as artificial intelligence, biometrics, machine learning and messaging Bots If you think your startup meets these criteria, apply now to be selected in the Webhelp lab! Being in the "Customer experience" lab means: - Being at the heart of Viva Technology Paris with a dedicated 4m² stand in "Customer experience" lab of Webhelp - Engaging partnerships opportunity reviews, increasing potential business or even considering all kinds of commercial and financial opportunities thanks to becoming close to the right people at the right place - Meeting the most influential investors and thinkers About Webhelp. Webhelp is a Global Customer Experience provider.
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.
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.