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The untapped potential of AI in customer engagement
This research by Harvard Business Review Analytic Services, in association with Infobip, explores how this shift in business-to-customer (B2C) communication is unfolding in real time across industries thanks to the influence of AI in CX.
The future of communication is already in conversation
The era of conversational experiences has arrived
The majority say their organization is aware of the importance of conversational experiences, but few have mastered how to use AI to make these interactions meaningful.
Obstacles for implementing AI with CX
Language is one of the greatest obstacles when it comes to implementing AI effectively. Dialects, slang, sarcasm all make interpreting conversations more difficult for AI tools.
How tech is hindering CX journeys
Many brands struggle with technological obstacles with their communication platform such as a limited view into platform activities, issues with capturing data, poor integrations, and more.
The road to seamless experiences
Brands are starting to prioritize customer experiences via conversational tools and AI, recognizing it as the differentiating factor against their competition. Here are some ways brands are working to improve their CX:
Automate, automate, automate
50% of respondents say that when it comes to improving their organization’s conversational experiences over the next 12 months, they are going to be prioritizing making processes more automated. Simplifying mundane tasks by using AI or an automation tool to complete them will speed up processes for not only your employees, but customers on their journey as well.
Boost the use of AI
41% of respondents say enhancing the use of AI in conversations with customers is a priority for their organization over the next 12 months. Particular use cases like FAQs, support, account information and more are great ways to efficiently implement AI in a conversational way.
Integrate a communications platform
The best way to solve challenges around collecting data and getting a 360 view of all activity is by using a unified platform that gives brands access to all the information they need. 39% of respondents say integrating their communications platforms to improve their conversational experiences (CX) is a priority for their organization over the next 12 months.
Updating tools and software
Too often brands fall behind the competition because they still rely heavily on leagacy systems or outdated tools that hold them back from creating impactful journeys. 39% of respondents say that when it comes to improving their organization’s conversational experiences over the next 12 months, updating tools/software is a priority.
