Most business leaders don’t need to be persuaded about the power of AI. In a survey Zendesk conducted last year, about 60% said they planned to increase investment by at least 25% this year. From AI-powered bots that accelerate problem resolution to AI digital coworkers that dramatically improve agent performance, the most powerful applications of AI are enabling organizations to do more with less without compromising the customer experience. I will help you. IDC predicts that 40% of his Global 2000 companies will augment his human staff with AI digital coworkers by 2025.
AI is a vast and exciting frontier, and you don’t need to hire developers or fill in-house capability gaps to get started. Leading technology vendors are making it easy for businesses to launch and customize their own powerful CX-enhanced AI. The key is a cloud-native, API-based architecture that allows you to design and build AI-based applications and demonstrate them in a low-risk manner.
Here are three examples of organizations that have improved their customer experience with a “build your own AI” approach.
- Bayview Technologies blends omnichannel with home-built conversational bots to contextualize CX and cut processing time in half.
BPO’s contact center uses Avaya Experience Platform and Google Dialogflow to combine various media streams (chat, email, voice, video, social) with home-built AI chatbots and voicebots. These fully functional bots channel customer conversations through an intelligent AI engine, support three different languages, and make informed CX decisions quickly and accurately.
Processing time for this organization has decreased by 50% over the past three years, with an abandonment rate of less than 0.5% for most months. Conversational context collected by bots is key for businesses to see and understand problematic customers’ journeys and how to fix them as soon as possible.
2. Banks enhance CX, improve data protection, and reduce costs with AI-powered digital identity verification.
Traditional identity verification methods like knowledge-based authentication (e.g. “What is your mother’s maiden name?”) take too long and are no longer the most secure option in today’s digitally advanced world . Needless to say, they take away the customer’s comfort. experience. The bank is using AI-powered digital identity verification methods, such as real-time facial recognition, to increase data protection, reduce costs, and enable a more seamless customer journey.
This is a game-changer in routine authentication, significantly reducing a bank’s “false acceptance rate” (the possibility that a system incorrectly verifies an individual’s identity), while at the same time expanding the scope of compliance and Reduce burdens and improve data privacy. Research also shows that using AI for validation can save up to $3 in time per call.
3. Universities use self-made AI bots and augmented reality (AR) to differentiate the study abroad experience.
In this exploratory case, an interested student (call it Mark) contacts the university to discuss options for the upcoming semester. He clicks a link provided on his website to get more information and connect to his AI-powered chat bot at the university. AI bots collect Mark’s details and answer some of his questions. Mark finds out that he is eligible to study abroad for a semester at the University’s London campus. The bot then provides a link into the University’s own Metaverse (an immersive virtual 3D space) to explore studying abroad in London.
The university’s Metaverse allows Mark to learn and participate via an immersive, computer-generated version of the London campus, allowing him to consider application decisions. AI bots and human agents can step in and out of service assistance as needed.
Ready to build your own AI?
AI has forever changed the way organizations use technology to gain a competitive advantage. Our advice: Start with a small, feasible application (such as enabling a virtual agent to successfully communicate with a customer through the steps required for a particular task or process, such as submitting a support ticket or resetting a password), Build from there and start using AI. in a more advanced way.
The Avaya Customer Experience Services (ACES) team provides expert services for AI automation and other implementations. We are focused on helping transform the customer contact experience while increasing efficiency within your organization.
For more information on how to build your own AI, please visit Avaya.com/ACES.
