Generative AI has topped the record of buyer inquiries and conversations I’ve been having this 12 months. No surprises there. Curiously, a minimum of half of them have been about AI in customer support and chatbots, digital assistants and information bots for patrons, which appear prime of thoughts for many customer support leaders. This makes us surprise if that is the restrict to what AI can do for customer support.
I feel not.
These are the obvious and easiest use circumstances that want the least quantity of disruption in current customer support operations, seen as simply completed and deemed comparatively secure to start out experimenting with generative AI for buyer dealing with use circumstances. However bigger and extra formidable experimentation has emerged for inner and employee-facing customer support use circumstances. Case summarization, artificial information for forecasting and staffing, AI-infused coaching and training are delivering important enhancements in productiveness, efficiency, and value of operations for a lot of customer support groups.
The issue although is that these are nonetheless siloed, disconnected use circumstances with incremental impression within the bigger scheme of issues. To actually unleash the potential of AI, there must be a elementary shift in how we infuse AI into customer support, and the start line is to cease fascinated with AI as level options that do one factor very well. We have to transfer away from AI options that enhance a single contact level 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 inside the customer support ecosystem and the connections that exist between them. This implies related journeys that span contact middle 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 related journeys. Not a simple job for even probably the most superior customer support organizations.
How can we get began? How does AI-infused CX operations appear like? What dependencies can we resolve for? Solutions to all these questions, buyer tales and finest observe suggestions from Forrester are what we will probably be discussing at CX Summit APAC 2024. Along with my session on Designing An AI-Powered Buyer Service Technique, you’ll hear from Forrester consultants and business leaders on what’s prime 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 incredible dialog and share your views and experiences on how you’re 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!