In recent months interest in the automation of customer interactions has reached fever pitch among customer experience professionals. It’s hardly surprising. Major companies, with powerful reputations in the field of artificial intelligence, have launched platforms that promise to deliver solutions – from chatbots to virtual assistants – that will make automated, human-like interaction between companies and customers possible across digital channels and devices. It’s making the news on a daily basis and there’s no question that, built on the foundation stones of natural language processing and enriched by self-learning capabilities, they can transform your business and your customers’ lives. Exciting times. But, although these technologies are evolving fast they’re not yet mature.
Unless your automated solution is powered by a fully integrated digital CX platform – one that can integrate to your customer systems and has high levels of security to protect your data – your ambitions will be constrained and your business at risk. If your solution doesn’t include a business rules engine that lets you create rules quickly and change them at speed, or a summarisation engine that lets you do the same with content, then you’ll never achieve the levels of personalisation you strive for or the business agility you need to keep pace with customer demands.
You need to get beyond the hype to understand what’s really going on and what you need to do to take advantage of the AI revolution in CX. In this paper we’ll consider the impact of AI on CX automation, how far the technology has come and how far it can take us towards a truly differentiated automated CX. We’ll also consider what you need to do to implement automation successfully in your organisation.