07/26/2021 | News release | Distributed by Public on 07/26/2021 09:35
Not seeing meaningful results from your AI strategy or looking to get started with AI? While it has become a key initiative for many contact centers, businesses are still not seeing the ROI they expect from AI across their customer service operations.
Gartner®, the company that delivers actionable, objective insight to its executive and their teams, has studied this topic in great detail. In a recent report titled 'How to Use AI to Improve the Customer Experience,' their analysts proposed ways that businesses can improve their AI strategy to better understand their customers and see the maximum impact from AI deployment.
You can access the complimentary report here. According to us, Here's a sneak peek of what you'll find inside:
Read on for key highlights below.
A large area of focus for AI deployment is speech recognition and analytics.
The prevalence of natural language processing and the growing customer favorability of voice assistants has especially accelerated growth in this area for customer experience leaders looking to modernize.
The report details how speech analytics tools offer 'quick wins' before core AI functionality even comes into play.
According to the report 'emotion detection within speech, analytics offerings has advanced significantly over the last decade. Emotional call categorization was basic and relied almost exclusively on keyword usage. By analyzing tone, pitch, keywords, and talk over, the AI models present in off-the-shelf tools can now detect customer relief, anger, or customers losing patience as a call drags on. These segments can be analyzed after the fact or even deployed in real-time to prompt agents to alter their approach if a call takes a negative turn'.
As part of Gartner's 'View From the Board of Directors 2020,' 77% of surveyed board members view AI as one of the biggest game-changers, if not the biggest, for their organizations.
From an industry landscape point of view, AI investment in the contact center is on the rise, with adoption rates and applications steadily climbing year over year for the next 36 months.
In order to get the biggest bang for your buck when investing in AI, Gartner recommends a three-pronged approach to planning and implementing:
Gartner zeroes in on a few areas where AI can be leveraged to improve value for customers and maximize early ROI. Those are speech and sentiment analysis, personalization, and customer journey analytics. In each area, Gartner recommends 'data and analytics leaders should use existing data on channel volumes, sales revenue and margin, as well as customer complaint/feedback information, to prioritize their first (or next) use cases for AI.'
Access the complimentary report in full below: Gartner®, How to Use AI to Improve the Customer Experience, David Norrie, Melissa Davis, 16 April 2020
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