Customers have many interactions with your business — but not all of them are with a human.
Every interaction adds to the customer experience, either positively or negatively. Sometimes your customer just wants help quickly. In those instances, artificial intelligence (AI)-powered bots offer effectiveness and efficiency. But sometimes those customers need to interact with a real person. Regardless, they want to feel valued. And while AI might not be able to express empathy (yet), the right AI solution can facilitate your contact center’s delivery of empathetic experiences no matter how your customer wants to engage.
AI lets you personalize experiences at scale by making sense of massive amounts of data. With it, you can anticipate and predict your customers’ needs. AI applications span the entire customer journey. This allows you to understand conversations across engagement channels and empower your agents with efficient workflows. AI interprets, predicts and recommends the next-best option based on your customer’s preferences and your business goals. It works in the background to automate decisions about when to reach out, when to move interactions to a bot and when to route them to an agent.
AI runs throughout the customer and employee journey — connecting interactions with insights that help employees engage with empathy. It personalizes and orchestrates real-time experiences that establish trust — and optimizing outcomes with predictive analytics and machine learning ensures customer loyalty.
To improve the customer experience, AI engages customers consistently and concurrently across channels. By connecting all relevant data across real-time, historical and asynchronous engagements, sales, marketing, service, digital and voice channels, human and bot interactions — as well as CRM and other internal systems — AI can ensure customers feel remembered.
Customer experience at scale
With competition and customer expectations continuing to rise, it’s even more difficult to scale a business without the assistance of AI. And business leaders are beginning to understand this need for AI to meet customer demands. Improving customer experience ranks at the top of the list for why companies are investing in AI.
From the very first engagement, Genesys AI is there to help. Through predictive engagement, AI understands and recognizes prospects who are likely to buy — and the ideal moment, method and offer to engage them. And when a web visitor needs help, AI can predict when and how to help. Then the technology uses chatbots to assist customers and answer questions.
Genesys data processing and pattern-matching abilities help organizations understand how customers search for information. The team receives key insights into the types of questions asked and the number of questions on a specific topic. They can also see, in real time, how the customer is posing a question so they can best match information to the request.
Improving the employee experience
AI doesn’t just improve the customer experience; it offers benefits for employees as well. In fact, customer and employee experiences are inextricably linked. Numerous research studies and publications from Gartner, Gallup, Harvard Business Review and the Temkin Group show that good employee experiences contribute to good customer experiences.
MIT Research found that businesses that produce the best (top quartile) employee experiences developed more successful innovations and touted double the Net Promoter Score — a measure of customer satisfaction and advocacy — than those in the bottom quartile.
Enabling a workforce to create a unique and positive experience comes from giving employees the right tools. To accomplish this, strategize and deploy tools to upskill employees so they’re empowered to deliver a new level of service. This also means giving employees the skills necessary to work alongside AI-based technologies.
First, performance can be gamified through Genesys AI so it relates to easily measurable metrics. Second, supervisors and training managers can measure how training modules affect performance. They can derive this based on measuring the performance of either individual employees or cohorts who’ve had — or haven’t had — specific training. They can then make changes, if necessary. The impact of training can occur across several dimensions, such as how it affects a particular skill, quality management scores or a more traditional metric like average handle time or first-call resolution.
Beyond using AI to measure performance and then suggest training, companies should also train their workforces to work alongside AI tools. This means understanding how data is produced, which sources the technology uses to make its predictions, and any sources of potential error or bias in determining results. Employees also need to understand when they should apply “gut feelings,” and when these hunches might be less accurate than deployed technologies.
AI drives results
AI gives companies a better understanding of their resources and abilities — and the tools to use those insights to power future interactions in an ongoing effort of continuous improvement for customers and agents. Forrester estimates enterprises that blend AI technology with humans can improve customer satisfaction by 61%, operational efficiency by 68% and agent productivity by 66%.1
In customer experience, AI is only as good as the benefits it delivers. And when it comes to business objectives, there are three distinct ways AI delivers. AI helps to grow revenue by optimization; it predicts online visitors’ buying intents; and it proactively connects qualified customers and prospects with the right offer at the precise moment of need. AI also lowers costs by automating more tasks and resolving issues faster using chatbots and forecasting to meet fluctuating business demands. Finally, AI boosts performance by maintaining customer conversations across interactions and offering real-time recommendations.
AI-powered customer engagements are now a reality. With the right connections and access to data, you can leverage AI technology to automate repetitive tasks, personalize digital engagements and improve employee effectiveness. Look beyond a single line of business to focus on the entire customer journey — from marketing and sales to service and loyalty. By unifying valuable data, AI technology can expose incredible insights and influence outcomes.
Enabled by our cloud, digital and AI technologies, Genesys orchestrates the proactive, predictive and personalized experience for every customer. Learn more by reading “A practical guide to mastering bots” to see how humans and bots work together to deliver amazing customer experiences.