| | AUGUST 20218HOW AI IS IMPACTING THE CUSTOMER EXPERIENCE - FIRST TOUCH, LIVE SUPPORT, AND DISPUTE RESOLUTIONSBy Prasanth Yerrapragada, VP - Technology, TelebuA rtificial Intelligence is one of the most emerging and prominent trends in technology. It is being in-creasingly used by organizations across sectors for offering personalized and high-end customer experiences. Various firms are also investing in this new-age solution in order to improve the efficiency of their operations, re-duce the burden of the calling process, and quicken the complaint resolution system. Customer-centric organizations, whose core ideology is to provide a seamless customer experience, have been using AI so as to add a human touch to their offerings. They are also inclined towards Artificial Intelligence to attain a deeper level of customer understanding and according-ly create personalized and customized services for them. These AI-powered experiences eventually pave the way for improved customer support and customer interaction with your business along with resolving the troubleshooting problems and improving the website experience. AI OFFERING HUMANIZED PERSONALIZED EXPERIENCESAI aims to replicate human intelligence in machines. Per-fectly combining the rationality of technology and the emotional capacity of humans, it enables the machines to think and act just like humans. Artificial Intelligence is capable of understanding a plethora of human emotions, be it empathy, compassion, or respect and humor. It can reproduce digital human experience which usually a customer may experience in-store such as customer support, personalized experience, customized recommendations or even purchases. Businesses succeed only when they are able to provide state-of-the-art and instant experiences to the customers. This customer experience drives their interactions with the customer base and also differentiates them from the other players in the market. AI allows the humanization of experiences which makes the customers trust the compa-ny. They stick around for long and eventually you earn a loyal customer base for your business. So far, Artificial Intelligence is being used for perform-ing minute tasks, be it problem-solving, learning in the ed-tech space, speech recognition, or facial recognition. How-ever, its popularity will increase and usage will diversify in the times ahead. AI will help machines to behave like humans and will add much-needed humanness to the machines and eventu-ally on the brand on the whole. In the present times, brands with a human touch survive and thrive well in the market and are able to develop strong and connected relationships Vantage Point
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