Artificial Intelligence And Customer Communications

Find the original blog post here at Forbes.

In today’s world, people rely on technology to simplify and assist with many aspects of their lives. This can range from carefully curated feeds on social media apps to your favorite digital assistant in charge of your smart home devices. The technology of modern society has advanced day-to-day activities and allowed people to be more efficient.

As someone who doesn’t love to vacuum, I am very thankful for my iRobot Roomba. I’m also someone who enjoys the ability to use a chatbot to get a simple question answered in a quick fashion, while not having to wait in a queue to speak to someone live. This is where society utilizes artificial intelligence (AI) to its fullest potential when it comes to products and customer communications. In one McKinsey survey, only about half of respondents report using AI in at least one business function. This makes the field of AI poised for growth – and still somewhat new for many leaders.

How To Use AI For Maximum Efficiency 

One prediction for AI sees it powering 95% of all customer interactions by 2025. It is perfect for lower level repetitive or routine tasks. You already see the integration of call or chatbots by companies that rely on them to handle customer issues with automated responses before directing them to a human customer service associate for more difficult matters.

In many instances, AI can reduce cost and do tasks far quicker and more accurately than even the sharpest humans; apologies to Gary Kasparov. They can offer mass personalization for market segmentation and allow companies to assist more customers in less time and effort. AI can also open up space for more creative roles and potentially allow for more meaningful work within all roles.

Customers’ Concerns With AI 

AI often relies on shared or gathered data from previous inputs to learn. However, as data is required to create solutions and to process things more efficiently, users are concerned about their personal data stored in company databases.

There is an even greater emphasis on data security due to leaks and consumer data being misused or sold. There are also concerns about the datasets’ use as they must be unbiased to service everyone fairly, without discrimination.

If leaders can listen to consumers and address these concerns, while using data ethically, it can benefit both the customer value and the growth of AI in the long run. The more leaders embrace responsible AI-powered automation in customer service operations, the faster you can deliver more efficient solutions and better service.

It’s important to note, however, that AI should be augmenting authentic human intelligence in a complementary manner instead of fully replacing it in every way possible. This ensures that everything cannot be automated without maintaining quality and the watchful eyes of humans.

AI and customer communications go hand in hand, especially today when companies are constantly trying to improve the overall experience. To successfully execute the leveraging of AI in customer touchpoints, it remains critical to establish a culture of customer success that institutes listening and incorporating feedback all while over-communicating to educate. This is a practical approach to improve the customer communications process by utilizing the fullest potential of AI.