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Over the past couple of years, the pandemic has shaken up nearly every aspect of the business world, creating new realities for how we live, work, communicate, shop, etc, while accelerating the digital transformation imperative.
These new IT imperatives have changed the game, creating a renewed business demand for chatbot and AI-based virtual assistant technologies across multiple industries. As consumer expectations continue to shift, this evolution has also coincided with the recent growth of Conversational AI technology, a category that has the ability to radically transform CX.
The rise of sophisticated AI-driven technologies will play a critical role in creating a safe and efficient 'digital-first experience, and in order for enterprises to effectively meet these modern-day challenges they must look to new technologies and AI-driven solutions as a way to develop more thoughtful and engaging digital interactions.
Consumers today have little patience for clunky online experiences that leave them frustrated. In the past, artificial intelligence solutions were much more rudimentary than they are now, meaning users had to deal with glitchy IVR systems and early version chatbots with limited sophistication and functionality. These tools were meant to make customer engagement more efficient, but instead created new problems for businesses who still sought to find better ways of communicating with customers digitally.
Many of these legacy tech solutions (which continue to be widely used today) have their limitations when it comes to understanding conversations and context, which can lead to subpar CX and added operational costs. As the paradigms shift, companies must look to invest in new technologies that can replace outmoded customer support systems.
In essence, companies that can create flexible and scalable infrastructures will be able to deliver a more enhanced customer experience, while also being able to add self-service features and conversational offerings and bridging the omnichannel gap between voice and digital channels.
Companies are continuing to navigate the post-pandemic business landscape and must be prepared to keep up with accelerating customer expectations built around fast and personalized support.
Lately, we've seen the rising adoption of AI and chatbot solutions as a way of enhancing CX across sectors like healthcare, telecommunications, retail and e-commerce, and the financial industries. Soon we'll see more companies adopt virtual assistants for use cases like understanding customer histories and analyzing spending/saving patterns to deliver more hyper-personalized offerings. AI platforms are also showing they can play a key role in building meaningful touch points that can help them build deeper customer relationships.
As businesses begin to grasp how to leverage conversational AI tools, the technology will empower agents and company representatives to accelerate the sales cycle, close business faster, and generate more positive customer interactions.
This is a critical moment for organizations to invest in new technologies including collaborative enterprise tools, insights-based employee experience management systems, office productivity suites, virtual assistants, process apps, and voice-based conversational channels.
Looking ahead, technology and AI innovation will continue to reshape consumer experiences and expectations for companies of every shape and size, and conversational AI will be foundational for any kind of customer experience management, employee interaction, and automation of the future.
As customer and employee experiences have become pivotal for business growth, many experience-obsessed companies have begun to invest in a proven AI technology platform to find new ways of creating extraordinary experiences at every step of the digital journey.
These technologies can provide less frustration and faster time to resolution, giving companies an understanding of the true value of conversational AI.
Other companies can do the same by tapping into the power of AI-powered technologies to provide the most robust omnichannel, multi-experience, self-serve, voice-enabled, and personalized customer experiences. Implementing the right tech investments to create flexible and scalable infrastructures, will allow companies to deliver a more enhanced customer experience while also retaining the capabilities that allow them to maintain that human touch.
Raj Koneru, CEO of Kore.ai
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