Both are automated and provide self-service options. But the first one assumes charge and reduces the effort a customer needs to make. The second one is reactive and puts the onus solely on the customer. The first is a chatbot, the second is an interactive voice response system. Both address the problems of scale when it comes to customer engagement. Yet, the tide turned within a decade.
Fundamentally, the way enterprises interact with customers has changed. It is no more a set of punched-in numbers or even keywords. It is a full-blown, two-way conversation requiring chatbots to listen, understand and act. All in real-time.
Mostly because digitally empowered customers will not hold the line. They will not even make the call. They want enterprises to be up and ready to take notes – wherever they want, through the channel of their choice – all the time. Twitter, Facebook, and Instagram are now extensions of contact centers – if enterprises are not listening, the world is.
That is customer experience (CX) one-O-one, and at the very basic level – it’s human-first.
The Human-First CX, Delivered by AI
The ambit of what CX is understood to be has broadened. It is no more the transactional activity, guiding a potential customer to the buying stage. Rather it is a lasting relationship – nurturing prospects to become customers to evangelists.
And artificial intelligence (AI) quietly orchestrates it from the front desk to the back office. As conversational AI – powering the Alexas and Siris of the world, it helps enterprises humanize automated customer interactions. It enables them to listen – not only when a customer reaches out – but throughout the customer journey.
How Conversational AI changes Transactions to Interactions
Conversational AI turns the enterprise-customer relationship on its head. Enterprises are not monolithic ‘Oracles’ to which customers come. They now become active listeners, looking for not just intents but sentiments, to strengthen the relationship. The customer, on the other hand, gains autonomy and is not limited to enterprise-owned channels to be heard.
Here is how the meaning of ‘customer experience’ changes for both the customers and the enterprises:
Get the Human-First Approach to Conversational AI with Apexon
Of course, setting up a chatbot or a voice-enabled digital assistant requires expertise and in-depth knowledge of internal processes. There are unique challenges that conversational AI poses – such as understanding accents, digital ethics, and security, or even confusion triggers. Getting the AI to talk is easy, but ensuring it makes sense is the game.
This requires continual investments in training and testing the AI engine. Enterprises that have deployed bots and digital assistants need technical and domain expertise to ensure the AI continues to deliver on expectations. And they turn to strategic partners like Apexon to make this possible.
Apexon offers enterprise-specific, contextually aware conversation engines to power through conversational AI journeys. We have helped global enterprises cash in on immense possibilities and substantially enhance the customer experience across channels – all with AI that knows what it is talking about.
We can help you too. And you won’t have to punch in numbers, visit: Apexon.com
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