20 June 2019
Rise of the Machine: What’s the Right Balance of AI and Human Interaction in CX?
Artificial Intelligence. It’s the hot, trendy topic that gets bantered around as being ‘the next big thing’ in CX. But how much is hype vs. reality?
What do consumers want? Well, a lot. But mostly they want great service. And when they need to contact customer service, they want an experience that is quick, convenient and easy. Sometimes they truly don’t want to talk to an agent, particularly when the issue is relatively minor.
Millennials raised in the era of smartphones, SMS and Snapchat are more likely to choose an instant messaging service or the like in order to resolve their issues.
That’s where Artificial Intelligence (AI) comes into play. A 2016 study by Accenture found that 73% of consumers want easier and more convenient customer service. Nothing shocking there. But another, more recent study also discovered that 58% of consumers still prefer human interaction when it comes to getting a quick answer, and 73% want to deal with a human when service issues arise.
How do these numbers add up? The sum, you can surmise, is that it’s critical for organizations to leverage the right blend of human and AI solutions to remain competitive.
Fortunately, we have a lot of CX and AI experts at PTP. And we recently published an ebook that can serve as a good guide to find this balance: “Human Vs. Machine: Finding the Right Blend of Artificial Intelligence and the Human Interaction in Customer Experience“.
Our own Keith Taylor, Director of Customer Experience Management, has a lot of experience working with companies large and small to build and implement AI solutions that drive great CX.
Keith, along with other PTP AI experts, put together this guide to help you get an understanding of the types of automation being used, how you can leverage them in your contact center, and the best approach for blending the two.
AI is more than a trend
Get The Insights Before You INvest
We hope it helps inform the right investments and decisions at your organization.
How Can We Help?
Contact us to learn more about AI and other forms of automation. We are truly interested in hearing about what you’re doing and can help you find the right solutions, technologies and processes to deliver superior CX.
Mark Pendolino is the Director of Marketing at PTP, overseeing the creation of customer experience content focused on helping organizations discover best practices for evolving the customer journey. Prior to PTP, Mark managed teams for companies such as Microsoft, Smartsheet, Fujitsu, and Parsons Brinckerhoff. Mark holds a master’s in Communication in Digital Media from the University of Washington, and a bachelor’s in Technical Communications from Metropolitan State University of Denver. In his downtime, Mark likes to thrash a bit on the drumkit and pretend he’s a rock star.
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