How and why artificial intelligence can strengthen companies
Artificial intelligence and companies. What emerges from Bizmatica's white paper “Facing Digital Transformation: Ambition Vs Reality”, produced in collaboration with Innovative Publishing.
Consumer habits and needs change. And the way companies communicate with customers also changes, trying to be more and more present, available and active. Offering only a good product is no longer enough in an increasingly competitive and dynamic market, it is necessary to accompany the user from before the purchase.
To do this, in the best way, it is possible to rely on customer experience management and engagement (CEM) projects, which promote a well-orchestrated use of specialized technologies in enabling the user to use self-service services, such as automation. simpler and repetitive tasks, in order to allow company resources to concentrate on activities with greater added value, while at the same time guaranteeing good quality of service and cost containment.
A fundamental contribution, for this to be feasible, comes from the Artificial Intelligence solutions.
The term "artificial intelligence" (AI) – like any other term that becomes popular – can actually take different interpretations. In fact, the term “AI” refers to various technological solutions that can leverage data bases to provide information and forecasts, up to machines that are able to emulate human intelligence.
As part of CEM projects, AI solutions see their broadest application in the context of the implementation of chatbots and voicebots, as reported in the White Paper "Facing the digital transformation: Ambition Vs Reality" by Bizmatica, created in collaboration with Innovative Publishing.
Voicebots, in fact, are real conversational agents, capable of translating user requests, responding in real time to customer needs.
The goal of AI-based voicebots is to satisfy 2 opposing needs. On the one hand that of the user who wants to quickly solve his problem, on the other that of the company that needs to quickly direct the user to the team of operators with the most suitable skills to satisfy the expressed need.
Considering that the road to increasing the number of operators to lead to a one-to-one interaction between user and company would actually be the ideal solution, but certainly the least sustainable from a financial and organizational point of view, in the past it has often been used to IVR platforms to address the different needs to the correct team.
With the increase in computing potential and the availability of Automatich Speech Recognition platforms (speech recognition technologies), natural language understanding (NLP), machine learning, semantic search ever more precise and fast, it is now possible to automate business processes and offer customers a practical and direct communication channel with the company, minimizing the abandonment rate, the duration of calls, customer dissatisfaction with positive effects on their customer experience.
From medical assistance to a simple concierge service, AI applications therefore help customers connect with the company and vice versa.
In the field of customer service and always with the aim of improving the customer experience, however, the adoption of technologies that can increase the satisfaction and preparation of the contact center operator is also growing, still today the company reference point for communications with users. Predictive engagement, AI-based workforce management, in addition to other solutions such as sentiment analysis, cloud contact centers, which provide operators with the right tools to respond quickly to customer requests and improve their working condition.
For the use of technologies to be effective, however, they need to be implemented, after a careful analysis of the applicable scenarios and areas for improvement. The technologies to choose depend precisely on the objectives to be achieved and the context in which one finds oneself, not only in terms of the market, but also of the processes and corporate infrastructure available. collaboration between company and technology provider, necessary to share the different experiences during the implementation and especially the training of the AI platform.
From this analysis and thanks to the experiences acquired, Bizmatica takes its first steps in the process of digitizing the customer experience. The company's approach is based on BizOps, tools that guarantee an “Agile” approach and “continuous improvement” of the new customer service, step by step. Steps that translate into real benefits: offering 24/7 customer service; multilingual service; customization of the customer experience, reduction of business costs; increase in productivity, elimination of human errors and above all overcoming by companies of fears in the implementation of projects that are actually able to correctly understand the intentions expressed by the user without taking "whistles for fiasco"
This is a machine translation from Italian language of a post published on Start Magazine at the URL https://www.startmag.it/innovazione/come-e-perche-lintelligenza-artificiale-puo-irrobustire-le-aziende/ on Thu, 04 Nov 2021 07:01:18 +0000.