Close

Choose a country

United KingdomEnglish
South AfricaEnglish
IndiaEnglish
InternationalEnglish

How will artificial intelligence (AI) change the customer experience?

Blog
10th May 2017

customer-relationship

I have often thought about how technologies like Watson from IBM might change how companies operate. Watson is a thinking computer that goes far beyond what we can do with most computers today.

Take cancer research as an example. Watson is advising cancer specialists in hospitals all over the world. There is so much new cancer-related research and literature being published at present that a doctor would need to spend 160 hours a week just reading papers to stay on top – and that’s accelerating. There are only 168 hours in a week anyway, so doctors might struggle to sleep, eat, and spend time with any patients – let alone their family.

But Watson doesn’t need to sleep. It just scoops up all this new knowledge so that a cancer patient talking to a doctor can feel confident not just that they have a great doctor, but that they are supported by a tool that knows everything there is to know. Every research paper ever published can be processed and analysed to ensure that patients get the benefit of the latest knowledge.

Imagine if your customer service team was supported by a tool like Watson? A computer that captures every detail of your products, every discussion about them, every article written or online discussion, and therefore knows the solution to every possible problem or question a customer might have.

Some commentators believe that this is the end of the contact centre. Once the tools like Watson are available with speech recognition, then who needs to talk to a human? But I tend to believe the view of CX expert Shep Hyken, who recently wrote:

“Some may think that Watson would eventually be able to replace a call center rep. No doubt that Watson can deliver a better self-service solution. But, what if rather than replacing the employee, it supported the employee. This would allow for the company to keep the human touch with its customers, but also provide quick and accurate support. This, according to Ginni Rometty, CEO of IBM, is when AI, or artificial intelligence, takes on a new meaning. This is when AI becomes augmented intelligence.”

I think this idea of Augmented Intelligence is going to be very important in the customer service business in the next few years. How can brands improve their service by offering assistive technology to their agents, but also maintain the human touch?

What do you think about the rise of AI and the potential impact of customer service? Let me know your thoughts by leaving a comment here, or get in touch on LinkedIn and let me know.


Leave a Reply

Your email address will not be published.Required fields are marked *


Helen Murray
Article by: Helen Murray

News & Insights

Recommended for you
Solution Designer
Service Provider
Technology Enabler
News
Regardless of age, consumers want a fast response and value data security

A clear preference for speed in customer service across the board The most important aspect of customer service for companies to prioritise is protecting consumer data (53%) Nearly two-thirds would pay more for a company’s product or service if a company deals with issues and queries quickly and effectively, even more than if a brand is involved in the community (44%) or has values...

News
Employees agree on the advantages of a cross age-group workforce

New YouGov research shows broad support for multi-generational and flexible working and fast resolution for customer service issues. 60% of British employees value the sharing of different view-points among a multi-gen workforce 76% support casual dress, working from home (76%) and flexible...

Blog
Whitepaper launch: Generations – Cohort views on CX and the workplace

Webhelp’s latest Disruptor Series Whitepaper, which highlights the impact of generational influences on CX. For the launch, Gillian Campbell, Chief People Officer UK Region & Director Global Engagement, takes a look at employee issues and how they will affect the workforce moving...

Whitepaper
Generation: Cohort views on CX and the workplace

What changes do employers need to make to engage with an increasingly multi-generational workforce? How well do brands understand their customer demographics? Are their CX strategies being tailored to reflect differences in generational attitudes and behaviours? The Webhelp Disruptor Series...

Case Studies
[Fashion] Fifty Jeans – Launch your brand without cashflow problems!

...

Load more
×

Webhelp Cookies Preference Centre

Strictly Necessary Cookies
The website requires the use of cookies for essential functional requirements and these are outlined in the cookies policy.

Enhanced Functional Cookies
Some features of this website use services provided by third parties websites. These features use cookies to implement their services on this website and may collect data about your visit to help them optimize their functionality. The Webhelp cookies policy outlines the cookies used by these services.

We have links to social networking such as Twitter, Facebook and LinkedIn.
These websites are third party sites. We do not place cookies on their behalf, and do not have control over the way they collect or use your data.
We encourage you to read more about their policies:
Twitter
LinkedIn
Facebook