EXL’s Post

It was an insightful panel discussion on "Artificial Intelligence in CX: Using the Right Blend of People and Technology for Customer Service." at the Institute of Customer Service, London, UK. Key takeaways that stood out were: Why AI Projects Flounder: Missing Executive Buy-in: AI initiatives struggle to get the resources and focus from the top. Strategic Dissonance: AI should enhance, not replace, your existing strategy. The "Shiny Object" Syndrome: Don't chase the latest AI trends. Identify specific customer pain points where AI can deliver real value. Data Deficiencies: AI is only as good as the data it's trained on. The panel highlighted the power of the Human-AI Duet as the solution. It is supposed to be a collaboration and not a competition. Additionally, human empathy is a critical factor in building trust and loyalty which AI can’t replicate. It is important to have a CX maturity assessment and understand your current strengths and weaknesses to identify areas where AI can deliver the most significant impact. Interested in learning how EXL transformed customer service operations for a leading retailer, click here: https://lnkd.in/gdphKRMj #AI #CX #CustomerExperience #HumansandAI

It was an insightful panel discussion on "Artificial Intelligence in CX: Using the Right Blend of People and Technology for Customer Service." at the Institute of Customer Service, London, UK. Key takeaways that stood out were: Why AI Projects Flounder: Missing Executive Buy-in: AI initiatives struggle to get the resources and focus from the top. Strategic Dissonance: AI should enhance, not replace, your existing strategy. The "Shiny Object" Syndrome: Don't chase the latest AI trends. Identify specific customer pain points where AI can deliver real value. Data Deficiencies: AI is only as good as the data it's trained on. The panel highlighted the power of the Human-AI Duet as the solution. It is supposed to be a collaboration and not a competition. Additionally, human empathy is a critical factor in building trust and loyalty which AI can’t replicate. It is important to have a CX maturity assessment and understand your current strengths and weaknesses to identify areas where AI can deliver the most significant impact. Interested in learning how EXL transformed customer service operations for a leading retailer, click here: https://lnkd.in/gri9xxKi #AI #CX #CustomerExperience #HumansandAI

🚀 Brace for 2024: GenAI and Human Intelligence in Customer Experience   🔝 83% of companies say AI is a top priority in their business strategy and 55% have already started leveraging GenAI.   1. Rather than replacing, it augments and empowers your agents for higher efficiency. 2. Repetitive tasks can be automated, allowing human agents to focus on complex problem-solving, emotional support, and building stronger customer relationships. 3. Upskilling to leverage the capabilities of generative AI enables them to provide satisfying CX. However, businesses need to strike a balance between transformative tech and human touch. Relying solely on AI may compromise personalized and empathetic experiences.   Click here to read more about the article - https://bit.ly/3vl8gTH    #technology #customerexperience #ai #jindalx JindalX

🚀 **Boost Your CSAT Score by up to 20% with AI Solutions: Let Eteriz Lead the Way!** 🚀 In today's hyper-competitive marketplace, customer satisfaction is the cornerstone of success. Happy customers translate into loyal customers, positive word-of-mouth, and sustainable growth. But how can you ensure that your customers are not just satisfied but delighted with your products or services? The answer lies in embracing the power of Artificial Intelligence (AI). Studies show that integrating AI solutions into your contact center operations can lead to a remarkable boost in Customer Satisfaction (CSAT) scores. A 20% increase in CSAT scores is not a pipe dream; it's a tangible goal that can be achieved with the right AI tools. Why choose Eteriz as your leader for AI solutions and integration? We understand that every business is unique. Eteriz works closely with you to tailor AI solutions that align with your specific goals and challenges. We ensure that AI integration is smooth, minimizing disruption to your existing operations and maximizing efficiency gains. AI is not a one-time fix; it's an evolving process. Eteriz provides ongoing support and optimization to ensure your AI solutions continue to deliver results. Are you ready to take your CSAT scores to new heights? Eteriz is here to lead the way. Contact us today to schedule a consultation and start your AI-powered transformation. #AIForCSAT #CustomerSatisfaction #EterizAI #BusinessTransformation #ai #generativeai #voicebot #chatbot

🤖"AI is the new electricity, but we need to be careful about how we use it" - Prof. Andrew Ng. This thought represents the dichotomy of AI in customer experience. According to a recent Zendesk CX trends report, 2 in 3 customers are willing to share more data for a richer AI experience, but they expect businesses to handle it responsibly. Balancing these expectations is the AI challenge. On one hand, customers want AI to understand their emotions and be transparent about data use. This humanisation brings a personal touch to service. On the other hand, customers hesitate when AI mimics human behaviour too closely. Concerns about manipulation or the preference for human agents drive this. So, how can businesses walk this tightrope, delivering empathetic and transparent AI without over-humanizing? 🚀 Tips: Emotion Analysis: Use AI to understand customer emotions from chat logs and social media, personalising support. Transparency: Communicate AI's data usage and decision-making processes. Data Control: Empower customers to manage their data, opt out of AI, and request data deletion. Human-AI Synergy: Use AI to automate tasks, letting human agents focus on complex, human-touch-needed issues. Design Balance: Craft AI to be empathetic yet transparent, offering personalised support while respecting data control. The future is AI with a human touch, not a replacement, building trust and a superior customer experience. 🤝 #AI #CX #ResponsibleAI Rohit Joshi Anoop Singh Sanaul Hoda Nitin M. Hana Edstein Gautam Kumar

𝐔𝐧𝐥𝐨𝐜𝐤𝐢𝐧𝐠 𝐭𝐡𝐞 𝐏𝐨𝐰𝐞𝐫 𝐨𝐟 𝐀𝐈 𝐢𝐧 𝐂𝐨𝐧𝐭𝐚𝐜𝐭 𝐂𝐞𝐧𝐭𝐞𝐫𝐬 🌟 In today's digital age, leveraging Artificial Intelligence (AI) in contact centers is no longer a luxury—it's a necessity. Discover how AI is transforming customer service and driving efficiency. The crucial role AI plays in modernizing contact centers. Here are some key takeaways: 🔹 𝐄𝐧𝐡𝐚𝐧𝐜𝐞𝐝 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞: AI-driven chatbots and virtual assistants can handle routine inquiries, providing quick and accurate responses, which frees up human agents to handle more complex issues. 🔹 𝐎𝐩𝐞𝐫𝐚𝐭𝐢𝐨𝐧𝐚𝐥 𝐄𝐟𝐟𝐢𝐜𝐢𝐞𝐧𝐜𝐲: AI can automate repetitive tasks, streamline workflows, and reduce operational costs, making contact centers more efficient and effective. 🔹 𝐏𝐞𝐫𝐬𝐨𝐧𝐚𝐥𝐢𝐳𝐞𝐝 𝐈𝐧𝐭𝐞𝐫𝐚𝐜𝐭𝐢𝐨𝐧𝐬: AI can analyze customer data to offer personalized service, improving customer satisfaction and loyalty. 🔹 𝐑𝐞𝐚𝐥-𝐓𝐢𝐦𝐞 𝐀𝐧𝐚𝐥𝐲𝐭𝐢𝐜𝐬: AI tools provide real-time insights and analytics, helping businesses to monitor performance and make data-driven decisions. 🔹 𝐒𝐜𝐚𝐥𝐚𝐛𝐢𝐥𝐢𝐭𝐲: AI solutions can easily scale to meet the demands of growing customer bases without compromising service quality. By integrating AI into contact centers, businesses can not only enhance customer experience but also achieve greater operational efficiency and scalability. 📖 Learn More To explore these insights and see AI in action #pronixinc #contactcenter #artificialintelligence #customerservice #digitaltransformation #aiinbusiness #efficiency #customerexperience

Why chatbots are effective in business? The landscape of artificial intelligence (AI) technology is continuously advancing. In fact, A recent report projected that by 2024, consumer retail spending via chatbots will reach an astounding $142 billion! This statistic is truly mind-blowing! As AI technology becomes increasingly sophisticated, more and more companies are exploring the potential benefits of integrating chatbots into their business operations. But what exactly are chatbots? Chatbots are computer programs that can simulate human conversations. They have already shown themselves to be valuable tools for customer service and marketing. What are the key benefits of using chatbots? - Reduced operational costs.  - Automated marketing and sales. - Increased customer engagement.  - Personalized customer experiences.  - 24/7 availability and real-time support. - Increased productivity of customer support teams. So, why do businesses choose to implement chatbots? Businesses use chatbots because they translate into measurable gains. As they; - Improve efficiency. - Streamline processes. - Ultimately contribute to the bottom line. In light of this, Which jobs are most likely to be replaced by AI in the near future? -------------------------------------------- Follow me on; 👉 Waleed AlHamdan 👉#WKHCX 👉 Activate the bell 🔔 #customerexperience #customerservice #CXSnaX #ai #chatbot

#LetusTalkCX Your #customer has to be at the #core of your #servicedelivery and not the #Technology. We have often see Tech being used as a #walledgarden to keep customers at bay. Use #Technology to make it easier for your #customers and your #employees to create better customer experiences. How? Contact sales@vion-consulting.com #aichallenges #aiadoption #aistrategy #makeprocesseswork

The only technology I know that has the power to 10x the Customer Success team's results is AI. Here is why 🤖 🧬 It can profile customers based on thousands of behavioural and firmographic data points, helping identify risk and growth potential faster than any CSM could. 🦄 It can connect actions and behaviours to outcomes and help people focus on doing more of what works and less of what it doesn't, better than any case study or point-in-time analysis 🧘🏻♀��� It can help customers self-service in a way that feels natural and conversational, more impactful than reading 100 knowledge-base articles That's why I am excited to be chatting to Spencer Davison Connel Valentine Farzan Faramarzi and Ryan Seams about the power of AI in customer success during Matik's AI + CS Summit. Come join us and learn about how this transformative technology can help your business (big or small)! #customersuccess #CSM #CX #AI #DigitalCS

How Generative AI is already transforming #CustomerServices & #CustomerExperience and changing the business. #GenerativeAI has been shown to boost customer service productivity. Now companies must decide how and where to deploy it to derive the greatest value. - Companies should begin with off-the-shelf systems for high-value use cases, such as boosting the accuracy of chat channels. Then they should move on to use cases that can offer new products and services to high-value customers, helping them throughout their customer journeys. - But be aware that generative AI has been shown to produce the occasional inaccuracy and could unintentionally reveal proprietary information and customer data, so human oversight will likely continue to be required in advanced use cases. - Sooner rather than later, generative AI will transform the customer care function itself—and even, possibly, the company business model. Be ready. At the moment, AI is one of the most promising technologies for customer services & customer experience. It has the potential to make interactions more personalized and efficient. However, there are several challenges that need to be addressed before it can be widely used. One challenge is training the #AI system to understand customer needs. Another challenge is ensuring that the AI system responds in a timely manner. There are also concerns about privacy and data security. These are the main challenges that need to be addressed before AI can be used for a customer services & customer experience. Customer care AI can provide automated responses to inquiries and chatbots can help answer customer service questions. At the end, AI can perform customer experience management functions like sentiment analysis, data mining, and predictive analytics to understand customers’ needs. AI can also be used to automate tasks that may be repetitive and tedious, freeing up time for agents to focus on high-value interactions. What are you thinking about the impact of #AI through #customerexperience & #businessvalues? How #AI can tackle your challenges and makes you to a #digitalleader? #gamechanger #digital #stayhungry_stayfoolish #movetheworldforward #leadership #einfachmachen #future