Read up on Gartner’s recommendations for what we feel will help you get started with AI and how to generate business value from your AI technology. Learn about the ‘Sense, Think, Do’ framework and how to use it to develop your AI strategy.
Gartner How to Use AI to Create the Customer Experience of the Future, Jessica Ekholm, 30 March 2018. GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and is used herein with permission. All rights reserved.
Curb customer frustration. No more waiting through audio prompts or navigating multiple phone trees. AI-powered call-routing lets callers simply say why they’re calling. It then uses natural language processing to determine caller intent and automatically directs them to the right place.
Take the guesswork out of determining caller intent. AI-powered IVR applications let them tell you exactly what they want to do in their own words. AI lets you cut through the red tape and direct callers to the self-service app or agent that’s right for their specific need.
Prompts and phone tree menus mean more time on the phone and greater risk of caller frustration. AI determines caller intent faster without all the waiting, which accelerates call routing and decreases overall call time.
Set your customer service apart from the competition by resolving customer inquiries faster and more accurately. Saving callers time results in better customer experiences and gives your customer self-service a major edge.