When most people think of customer service artificial intelligence, they think of chatbots.
But the power and potential of AI in customer service extend far beyond chatbots, which Forethought CEO Deon Nicholas says tend to be very artificial and not very intelligent.
Truly leveraging the power of AI allows brands to create super-human customer service.
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Reaching that level requires using human-centered AI that augments human employees and contact center agents instead of replacing them. Nicholas compares the new technology to financial spreadsheets. Years ago, people thought spreadsheets would put accountants out of a job. But it’s now the most important tool in finance to get work done. AI in customer service has the same potential.
In our data-driven world, a company’s contact center is really its intelligence center. AI can connect data more efficiently than humans, leading to stronger insights. An integrated AI and human system listens to customer feedback and questions to help companies know what products to build and refine. This ultimately helps renew and retain customers instead of having to find new ones.
Instead of information being siloed in various departments or only in the minds of individual agents, AI allows for collaboration and data sharing, which creates a more unified and seamless customer experience. By bringing employees to the problems, AI allows humans to focus on the human areas of the business that require empathy and understanding.
In a human-centric AI contact center, AI can sort through customer calls and chats to resolve their information faster while providing employees with relevant information and giving them more time to spend on complicated issues.
Insights from an AI-powered contact center benefit the entire organization, from helping the Product and Development teams know what issues to fix to showing the Marketing department how to best connect with customers. Nicholas firmly believes that customer service should never be an afterthought but is central to creating a scalable and human-centered organization.
Businesses today have to do a lot more with less. And that includes retaining customers and providing amazing experiences. At the core of a solid customer experience strategy is customer service and creating super-human service with the help of AI.
*Sponsored by Forethought
Blake Morgan is a customer experience futurist and the bestselling author of The Customer of the Future. For regular updates on customer experience, sign up for her weekly newsletter here.