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Customer Engagement Digital Transformation – Artificial Intelligence

Great customer experience delivered

by human-assisted artificial intelligence

Contact centers will prefer to enhance human performance

with back-end support through artificial intelligence

Drones delivering groceries to your doorstep, cars driving themselves, homes knowing when you are cold and adjusting the thermostats unprompted; well that’s enough about today. Let’s take a look at what the future has in store.

The very definition of future itself is shrinking with the ever-evolving technologies, especially with machines becoming smarter with each passing byte in the matrix. Textbooks have not even agreed upon the proper definition of Artificial Intelligence entirely while AI is already creeping its way into almost every aspect of human existence. From medicine to aviation, everything is smart. And along with AI comes machine learning. The remarkable ability of machines to self-learn and improve, as if a monk-like mission to attain a higher state of being.

It is apparent that AI is becoming an integral part of the customer service industry, too. After all, at the heart of each industry is its customers and the way to a customer’s heart is through exceptional service built through accurate and informed responses.

What is AI: Artificial intelligence (AI) is the intelligence exhibited by machines or software.*

Examples include:

Speech Recognition

Image Detection

Natural Language Processing

Machine Learning

AI Resurgence – Why now?

The Primary Drivers:

A primitive application of artificial intelligence was a chatbot which handled routine queries which have routine responses. But limiting AI to just that would be a gross underutilization of its abilities. Artificial intelligence can empower an organization to graduate from traditional channels like phone and email to a multichannel setup while keeping the cost within manageable levels in no time.

But How?

An artificial intelligence program does not get tired or charge you more for staying awake 24/7. On the contrary, it likes working non-stop. The more it works, the smarter and more personalized its responses get with more learning. In the process, it reduces the cost of operations and increases efficiencies. In addition, it can handle several requests simultaneously, so say goodbye to boring hold music.

AI can also be taught to know its boundaries and to not step on human toes. It can learn different human emotions with enough experience, and it knows when a customer is frustrated. Frustrated or irate, there are enough learnable triggers in a conversation for it to hand it off to a human and observe from the sidelines.

The human-AI combination is the best of both worlds, where artificial intelligence aids humans in resolving queries quicker by giving relevant response suggestions for complex calls and taking over the routine ones.  And best of all, AI can trigger the discovery of entirely new revenue streams. AI keeps combing through archived conversations to identify trends and common preferences which may lead an organization to answers to questions they did not even think of asking.


There will always be people who stick to the conventional support, but there is a whole new breed of humans who were born after the birth of the Internet. They don’t do conventional. When they want to talk, they think of instant messaging (IM); when they think of grammar, it consists mostly of acronyms; and when they have a problem, they turn to social media. That is a lot of ground to cover for humans if they want to win them over with good service. Lucky for us, our natural intelligence had the good sense of creating an artificial one to help us out. The future of AI in customer care looks promising with the rapid rise of text-based customer support.


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