Personalization and value-delivering customer experiences are the new battlegrounds for customer acquisition, retention, and value delivery. That’s a major reason why business leaders across all company functions are increasingly turning to artificial intelligence (AI) to deliver such experiences at scale. At scale is the key concept here: How do brands create the right experience for so many individual customers?
Online customer support is powered by AI for many companies. And this support channel isn’t just a help desk – it’s a customer experience, one that requires thoughtful interactions and measured language. Yet agents can’t be expected to craft, much less deliver, thousands of engaging and effective variations in the scripts they use when working with customers. This is where AI can work its magic, delivering high-impact conversations that can help millions of customers solve their problems through digital self-service channels. This translates to better customer experiences and lower contact center costs.