How machine learning and AI are transforming customer support
Tonya Hall sits down with Amit Sood, chief technology officer and head of product at Simplr, to talk about how the company is building custom data sets for customer support.
New research regarding venture capital investments and business adoption of artificial intelligence (AI) technologies validate the importance of AI as arguably the most important tool for improving customer experience (CX) in your company’s digital transformation toolbox. In a hyper connected, mobile, and social knowledge sharing economy — age of the connected customer – the customer experience is as important as your company’s products or services.
To better understand the linkage between customer experience and AI, I connected with one of the top technology senior analyst, with a primary research focus on emerging technologies and their impact on re-shaping the customer experience in a digital economy.
Omer Minkara, Vice President, Principal Analyst at Aberdeen
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Omer Minkara, the vice president and principal analyst at Aberdeen, is researching best-in-class practices and emerging trends in the technologies and business processes used to enhance customer experience across multiple interaction channels (e.g. social, mobile, web, email and call center). I asked Minkara to share his research and clarify what AI means for customer experience executives. Here is Minkara’s Aberdeen research summary:
What Does AI Mean for CX Executives?
It seems that artificial intelligence (AI) is a part of almost all technology discussions. Does your CRM have AI? Are your content management processes AI-driven? Did you decrease the number of agents in your contact center by managing customer service requests through AI? Those are just a few of the many questions I’ve heard CX leaders ask each other at industry events over the past several months. But what does AI really mean for customer experience (CX) executives? Is it just another buzzword or is it here to stay?
Related Topics:
Digital Transformation
CXO
Internet of Things
Innovation
Enterprise Software
Smart Cities