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
Oor Wullie’s Big Bucket Trail | Charity Week

Webhelp is delighted to sponsor Oor Wullie’s Big Bucket Trail 2019, Scotland’s first-ever national public art trail, raising vital funds for children in hospital across Scotland. Each week of the event takes on a different theme, as it is Charity Week, it’s a perfect time to look back at a past campaign for one of the trail’s charities the Glasgow Children’s Hospital and the...

Blog
How Model Office combats ‘fear of failure’ and boosts innovation

Interview: Dave Rumble As a part of their strategic Partnership with Shop Direct, Webhelp UK launched a highly innovative approach to improving customer experience through a Customer Closeness Centre (CCC) powered by Gobeyond Partners. The CCC 'Model Office' provides a platform for the...

News
Groupe Bruxelles Lambert enters into exclusive negotiations for the acquisition of the Webhelp group

GBL announces today it has entered into exclusive negotiations to acquire a majority stake in the Webhelp group, together with its co-founding shareholders, Olivier Duha and Frédéric Jousset, who would retain their role as founding executive directors, and its management team. Founded in 2000,...

Whitepaper
The Hybrid Model

As an international healthcare services organization, Direct Medica develops and implements innovative solutions to reshape the relationships between healthcare professionals, patients, industry players, hospitals and payers. For the past two years, the company has been developing a very...

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