| | August 20218AI, DIGITALISATION AND DIGITAL TRANSFORMATION IN CUSTOMER EXPERIENCE MANAGEMENTBy K V Dipu, President & Head of Operations and Customer Service, Bajaj Allianz General Insurance Companys one of the key trends in today's COVID-impacted, digital-ready world, AI plays a significant role in customer experience management. As Bill Gates says, AI can be our friend!For starters, AI enables a much better understanding of the customer. Since AI is continuously learning from data, it can predict customer behaviour in a much more informed manner and help firms create meaningful customer journeys. A case in point is our AI-driven bot which is learning all the time from customer utterances and is constantly increasing its first-time resolution rate. Also, its experience helps our CX team draw up customer journeys for upcoming services with a far higher degree of confidence.An increasingly prominent area wherein AI is creating a huge impact on customer experience management is enabling human-like experiences. While the accent was on digitizing the physical at the onset of the pandemic, it has now shifted to humanizing the digital. At the end of the day, while bots can be consistent and offer clinical efficiency, customers want empathy and a healing touch. And this precisely where the intersection of science and arts comes in. The winning formula is truly about combining the science of AI with the art of customer centricity to make it human-centric AI.AI has also expanded the boundaries / removed the self-imposed constraints of CX! While human beings work in shifts and many call centres have skeletal capacity during weekends, bots can work 24/7, do not IN MY OPINIONAK V Dipu
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