Generative AI has topped the checklist of buyer inquiries and conversations that I’ve been having this yr — no surprises there! Curiously, no less than half of them have been about AI in customer support and chatbots, digital assistants, and information bots for patrons, which appear high of thoughts for many customer support leaders. This makes us surprise if that is the restrict of what AI can do for customer support.
I feel not.
These are the obvious and easiest use instances that want the least quantity of disruption in present customer support operations, seen as simply carried out and deemed comparatively secure to begin experimenting with generative AI for customer-facing use instances. However bigger and extra bold experimentation has emerged for inside and employee-facing customer support use instances. Case summarization, artificial information for forecasting and staffing, and AI-infused coaching and training are delivering important enhancements in productiveness, efficiency, and price of operations for a lot of customer support groups.
The issue, although, is that these are nonetheless siloed, disconnected use instances with incremental affect within the bigger scheme of issues. To actually unleash the potential of AI, there must be a basic shift in how we infuse AI into customer support, and the start line is to cease excited about AI as a degree resolution that does one factor very well. We have to transfer away from AI options that enhance a single touchpoint and construct AI-infused workflows for customer support.
To be extra intentional and strategic about how we leverage AI for customer support, we have to begin figuring out all AI-impacted processes throughout the customer support ecosystem and the connections that exist between them. This implies linked journeys that span contact heart operations, the customer support workforce, efficiency and expertise administration frameworks, and the shopper. And let’s not neglect all of the tech that powers these linked journeys, not a simple process for even essentially the most superior customer support organizations.
How will we get began? What does an AI-infused buyer expertise operation seem like? What dependencies will we clear up for? Solutions to all these questions, buyer tales, and best-practice suggestions from Forrester are what we might be discussing at CX Summit APAC 2024. Along with my session, Designing Your AI Buyer Service Technique, you’ll hear from Forrester consultants and trade leaders on what’s high of thoughts for patrons and buyer expertise.
Be a part of me at Forrester’s CX Summit APAC on Might 28 in Sydney, Australia, to be part of the implausible dialog and share your views and experiences on how you might be making use of AI in your customer support operations, work together with friends, and get solutions to some burning AI questions.
See you all in Sydney!
