Artificial Intelligence is used to automate
tasks that are critical to the customer journey. These raised challenges are
tackled by delivering customer experience.
For this, a concept called blended AI is used that combines AI with Human Touch. These are the three things that Blended AI will do for your company:
Automation and Machine Learning assists
customers and lives agents to solve their problems quickly and
1. Maximizing Self-Services and Automations
Chatbot space is competitive. It blends humans with AI that is
- Seamless for consumers
- Improves the quality of the conversation
- Reduces cost.
For example, when a prospect customer browses
your website, it reaches vital interaction points. This interaction creates effectiveness
in marketing and increases trading.
It doesn’t need any experience and delays that
need to repeat it.
Imagine that a user browses the web for
information on solar panels. It proactively starts a conversation by capturing
a user’s interest by asking a few relevant questions. It makes a personalized
offer and even transitions him seamlessly to speak with an advisor who has
visibility into the full conversation between a user on a desktop.
By using proactive chatbots and Blended AI,
the customer will have a satisfiable experience, and get more business with
2. Optimizing Human-Interaction
Blending AI with human agents enables them to
take advantage of both strengths. Artificial Intelligence with Human Touch
enterprises that their customer service efforts are more effective at improving
customer satisfaction to 61 percentage and agent satisfaction to 69 percentage.
Agent satisfaction is essential. Without the tools meeting, customer needs and agents are frustrated and stressful. AI enables your agents to answer customer queries fastly.
AI continuously assess agent skills and
appropriate training needs, which means strengthening the contact centre
operations with a highly skilful agent.
AI also optimizing workforce planning and
workload distributions, enabling agents to focus on their work that needs a
3. Unlock Values of Interactions and Analytics
Use analytics that supports a broad range of business scenarios. For example, this helps with sales and marketing in
- Interaction tracking
- Campaign attribution
- Lead scores
- Lead engagement.
It can be challenging for reps to recognize
meaningful conversations with prospects that results in qualified leads or
sales, and that takes appropriate actions for affecting the negative conversion
It can be solved by bringing online and
offline engagement data together and making it available in real-time at
critical moments. Always use this data that matches the right lead to the right
rep to make conversations informed in any of the platforms.
When reps have the relevant information and
the guidance it needs, they will empower to manage every interaction to the
A better-equipped sales team can target and
act on opportunities for more leads, more sales conversions and correctly
A leading provider of cloud-based customer
analytics offers strengths in AI and machine learning while optimizing an end
to end customer experience.
Together, AI-driven systems will improve your
ability to find the next best step in the customer journey. It provides a
couple of examples affecting trade and market.
Imagine that a prospect is in the mid-path of
a trading experience and expecting a response from you, not a real-time.
Using AI, a system determines the best way to
follow-up with the same prospect customer by sending an SMS in the next morning
with an email later the very same day, if the SMS goes unanswered.
In a marketing journey, the system determines
the best information or offer to push to your customer in your next
Blended AI is the future approach that merges
chatbots, predictive routing, orchestration and human agents to automate
interactions in self-service and with augmented agent experiences. Leveraging
bots to handle common issues frees up live agents to deal with complex and
nuanced issues that require a human touch.
This blending Artificial Intelligence with human agents improves customer and agent satisfaction.
Economic Growth of Artificial Intelligence in India