Delivering positive customer experience (CX) is a key competitive differentiator for organizations, and artificial intelligence (AI) has emerged as a key catalyst for delivering the seamless experiences that customers expect. In fact, more than 75% of decision-makers believe advancements in AI and self-service technology are among the most important factors for CX and customer success.
Despite its potential, knowing where to start with AI can be hard. AI can proactively improve how agents engage with customers, predict trends in customer service requests that help organizations make better CX decisions, and more – but when considering how to adopt AI technology, organizations often forget that AI is only part of the overall CX equation.
That’s because over-automation has the potential to cause more harm than good. As a result of COVID-19, customers now seek the human connection more than ever before. AI-powered self-service options, like chatbots, are great, but some customers simply want to connect with a human, whether or not their issue could be solved some other way.
According to our research, 77% of consumers called customer support despite warnings of long wait times and encouragement from brands to use self-service channels, and nearly half (45%) of customers who switched providers during the pandemic said they would have stayed if brands delivered better CX by connecting with them on a human level.