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
Webhelp creates a buzz at Sheffield customer experience centre

Leading business process outsourcer (BPO), Webhelp, has announced a new partnership with Plan Bee Ltd, with the installation of its first ever bee colony at its customer experience centre in Sheffield. The importance of honey bees to food production has come into sharper focus recently, with greater recognition of the vital role that bees play in either pollinating the many vegetables and...

News
Webhelp to sponsor Josh Llewellyn-Jones’ Fitness Feats

    Webhelp UK, one of the country’s leading customer experience and business process outsourcers (BPO), has proudly announced its sponsorship of ultra-athlete and cystic fibrosis warrior Josh Llewellyn-Jones. It will support him through a series of remarkable fitness...

Blog
Tips to optimise your business’ cash flow

Lack of cash: all fashion brands are short of cash at some time or another. This was the reason for organising a workshop entitled: "Cash is king - How to optimise cash flow at each stage of your development". It was suggested by the Fédération Française du Prêt à Porter Féminin (French...

Whitepaper
B2B Marketplaces are blossoming

Following our publication last year of " The Spring of B2B Marketplaces ": it is time to look back and to answer these questions: has there been some movement in the market? Have B2B players evolved in their marketplace business models? Is launching a new market observatory worthwhile? The answers...

Case Studies
Webhelp People Analytics

...

×

Webhelp Cookies Preference Centre

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

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 terms and contitions 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