Manager, Innovation Lab
12:00 BALANCING AI AND HUMANITY IN CX: HOW TO MAKE YOUR CUSTOMERS FEEL CARED FOR WHILST TRANSITIONING TO INTELLIGENT AUTOMATION?
One of the most widespread concerns there currently are with the rapidly accelerating adoption of AI for CX is the scare that automation will replace humanity in customer service, feel largely impersonal and drive customers further away from you. In this discussion, we will hear expert insight on the best way to integrate AI without losing the human touch.
- How do we make sure our customers don’t feel dismissed with the rise in AI in customer communication, especially in the case of self-service? Is there a way to convey the opposite successfully?
- What’s the best way to communicate this change of mode of communication to your customers? Do we start with providing a choice of channels for a smooth transition or make it firm, loud and clear?
- Is there a way to build higher trust and loyalty using AI technologies and strengthen customer relationships in ways, which we wouldn’t be able to do otherwise?
- When looking at AI and data and personalisation, what’s the best way to approach this? How to make it an accurate reflection of your customer’s sentiments and behaviours?