The power of AI is limitless and it beckons to be used by larger corporates now more than ever. From driverless cars to genome mapping, organisations are harnessing its power in many areas. Companies like BioIntellisense are allowing doctors to monitor patients remotely with military grade accuracy. Ofcourse it won’t be accurate and perfect at first, but with time, just like humans, they’d be in a better position to help organisations serve customers better.
To get started with bridging this customer service gap, organisations should start categorising activities into three buckets of automation: RPA, ML and AI (Artificial Intelligence) which can go a long way in helping build a strong bond with customers and keeping them happier.
Anything which is routine (like CRM data entry) can be managed by a bot, finding answers and solutions to customer queries can be managed by ML and interacting with customers in a human-like manner can be taken over by AI. Not only does it help organisations serve customers 24×7 but also goes a long way in providing a good experience to customers with minimal human intervention.
In conclusion, what has worked well for organisations in the past, will certainly not in the coming years. If your customer expect more for less, why should organisations do less for more?