HumanCentered AI for Customer Service
3 Systems You Need to Scale Your Support Operations
Every organization wants to deliver exceptional customer experiences. Customers can be fickle and aren’t afraid to abandon a brand because of a perceived negative interaction.
Prioritizing the customer experience is imperative in today’s competitive landscape. Customers have high expectations. Just one poor experience can wipe away any loyalty. According to a study, companies lose more than $75 billion in revenue as a result of bad customer service.
To meet these demands and ensure consistency and quick responses, you need technology platforms that empower customers to self-serve and enable agents to answer questions faster.
The answer? Human-centered AI.
The use of AI in business operations isn’t new. For example, customer service technology often uses chatbots—which, to be fair, are rarely powered by true AI. Chatbots are useful, but the issues with delivery of service occur when companies focus solely on these for simple queries, such as where their order history is. When companies fail to consider the rest of the customer journey and human interactions with service, either automated or with an agent, it becomes a strategy that doesn’t address the big picture.
Technology should drive faster resolutions, convenience for customers, and greater agent productivity. Chatbots alone won’t help you achieve this. Human-centered AI will.
