Head of Customer Care’s Guide to Artificial Intelligence
Today, it’s the experience that you offer each time you interact with your customers that makes the difference when it comes to not only keeping customers happy, but to actually keeping your customers.
A reactive approach to service problems can damage your business, resulting in costly unfulfilled service level agreements, high operational costs, and poorly-informed, unhappy customers who might choose to take their business elsewhere.
Artificial Intelligence (AI) has a huge role to play in improving the quality of the user/customer experience and therefore the quality of service. Communication Service Providers’ (CSPs) strategies to monetize data are dependent on high levels of programmable intelligence and automation to handle the exponential increase in traffic and the onboarding of new devices and subscribers, along with the processing and actioning of personalized customer care responses.
Here are two recommendations on what Customer Care Executives need to do to embrace this new wave of technology.
Two AI Considerations for Heads of Customer Care
To learn more, watch the 1-minute video interview with Ovum on ‘How AI will Transform Customer Care’.