The author also suggests establishing a Customer Intelligence Center, which requires understanding and investing in data analytics, automation, and advanced technology. Key areas to focus on include data collection and integration, carefully selected AI tools, advanced analytics, combined AI and human intelligence, agent performance and coaching, and feedback loops to unlock enterprise value. The article concludes by stating that AI has become integral in automating quality assurance, improving accuracy and efficiency, and empowering quality assurance processes.
Key takeaways:
- AI is transforming customer experience (CX) from a cost-driven function to a value-driven function, providing a more accurate and holistic view of a brand and enabling informed decision-making.
- Advanced AI with carefully curated conversational models applies natural language processing and machine learning to analyze customer service conversations across the complete omnichannel journey, providing valuable insights.
- Establishing a Customer Intelligence Center requires understanding and investing in data analytics, automation and advanced technology to proactively gather and leverage customer insights.
- Combining AI and human intelligence can create a powerful mix of analytical horsepower and contextual understanding, recognizing crucial moments in conversations, revealing issues and events that might have been overlooked.