Over the years I have followed the development of Artificial Intelligence (AI) with some interest. Back when I was actually developing software myself it was quite a scientific interest - what will be possible and when?
Customer service is demanding. On average a contact centre associate needs to handle complex applications, urgent customer needs, and all the manual inefficiencies that come with service inquiries. They need the right tools for the job.
Black Friday (plus Cyber Monday and the many weeks before and after) will be different this holiday season. Retailers will face customers supercharged by digital centricity who are fighting product shortages, higher prices, busy schedules, and holiday craziness.
As brands strive to offer optimal employee experiences, which in turn lead to better customer experiences, automation is one of the most valuable weapons in their arsenal.
Doing business in 2021 requires nimbleness, adaptability and above all else compassion. But removing customer effort and eliminating workplace complexity is impossible without strategic digital transformation. With digital transformation a top priority for both private and public sector, a unique blend of humanity and technology is needed to serve the public with an effortless digital-first approach.
COVID-19 has disrupted everyday life, but it hasn’t stifled the need for innovation. Artificial intelligence tools are creating true differentiation and customer journey management for brands in the growing digital space. Even amidst economic downturn, investments in AI may still reach over €20 billion in Europe said EU commissioner Margrethe Vestager at European Parliament’s new AI committee.