Posted on : February 3rd 2022
Posted by : Sudhakaran Jampala
The rising number of smart devices has put more impetus on ‘Intelligent Automation’ across diverse channels to address customer queries faster. Blending chatbots and customer service agents help improve efficiencies, creating robust customer experience (CX) instances.¹
Companies are facing tough times in dealing with today’s digital-first business environment, in which speed and accuracy in customer service are of utmost importance. Transforming CX with intelligent automation and human expertise is becoming a prerequisite in this competitive world. Artificial intelligence (AI) and machine learning (ML) can help solve real-world customer challenges and deliver a better customer experience through digital interventions.
An article published in October 2019 by Forrester pointed out the role of hybrid CX.² Customers prefer a blend of physical and digital CXs – the proportion of digital and physical experiences needs to be just right for maximizing CX and loyalty. Therefore, enterprises need to invest optimally, in physical and digital infrastructure to offer a seamless customer experience. The continuing pandemic has only enhanced the preference for hybrid CX to drive better engagement.
AI/ML helps companies weave digital automation with analytics to deliver grounded insights regarding customer choices and behaviors. Consider virtual assistants designed mainly to take over inquiries feeding into the CX system, reducing the reliance on human interventions and minimizing turnaround time (TAT). Omnichannel support helps create value propositions, enhancing brand and revenue potential through customer acquisition, account database creation, and maintenance, account migration, gathering market intelligence, marketing campaigns, catalog creation, and more.
Most firms are in the early phase of deploying AI for CX. Vital to the process is holistic design-thinking for an inclusive user experience.
Currently, CX revolves around innovative ways of offering real-time support. Back offices need productivity gains through automation for efficient and effective customer service operations. According to Forrester’s research on the return on investment of CX transformation, customers are ten times more likely to recommend a company when its service agents can answer their questions effectively,³ increasing loyalty by 2.4 times. Facilitating effective use of data, the AI/ML layer can promote personalized experiences with 360° customer views that agents can leverage.⁴
Customer interactions are often filled with emotional intelligence, and embedding an analytical framework to assess emotional intelligence in our workflow will help drive better customer engagement and experience. Through rapid voice analysis, AI/ML systems can detect customers’ behavioral signals and offer real-time guidance to service agents in the form of instant measures of a customer’s experience. Advanced automation and digital transformations enable and deliver efficient and faster customer queries resolutions.
We at Straive, offer seamless customer journey and experience with advanced and blended customer support solutions. Click here to learn more.
¹ 7 .ai, “Meet the New CX Power Couple.”
² Tom Mouhsian, “Consumers Demand Hybrid CX,” October 30, 2019, Forrester, https://www.forrester.com/blogs/consumers-demand-hybrid-cx/.
³ Jacada Autonomous CX, “How Much Is Employee Disengagement Costing Your Contact Center? Why Your Agent Experience Matters to Your Customer Experience—and Your Bottom Line,” n.d., https://www.jacada.com/wp-content/uploads/2021/08/Jacada-Make-Every-Agent-Your-Best-Agent.pdf.
⁴ Sitel Group, “The Race for Customer Loyalty: 2021 CS Trends,” 2021,
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