AI-First Customer Support – Supercharged by AI

  • Headquartered In: North America
  • Titles: Information Technology, Operations, Customer Experience, Customer Support, Customer Service, Technical Support, Business Support, Contact Center, Process Support exclude Cybersecurity, IT Security, Marketing and Human Resources
  • Job Level: Influencers and Decision Makers

Customers today have higher expectations than ever before. They expect companies to know them, connect on the channels they prefer, and resolve issues at the moment’s notice. To cater to their customer’s needs, many businesses purchased niche support software to add channel coverage or new capabilities, creating complex technology stacks and silos of information. 

This patchwork of software often leads to broken customer and employee experiences. Customers are frustrated with impersonal communication and long wait times. Support agents are frustrated with swivel chair experiences where they have to navigate multiple systems to find answers and conduct manual work.

Just in the past year, we’ve hit a disruptive point in the CX industry, driven by generative AI technology. For the first time, companies will be able to deliver personalized experiences to every customer at scale, using technology, instead of hiring more and more people. This new era of total customer experience will bring about: 

  • Hyper-personalized customer experiences, whether it’s interacting with a bot, or a live agent, your customers won’t be able to tell the difference. 
  • Predictive engagement for agents, where the software becomes a proactive assistant, predicting the next best course of action to take with a customer. 
  • Optimized operations for leaders, delivering the right insights into the performance of their teams and businesses automatically, along with recommendations on how to best optimize operations.

Top reasons our community cites for adopting or considering this solution:

  • Multiple, complex, and expensive customer experience solutions that fail to work together or create a total view of the customer. 
  • Complicated AI point solutions that are complex to stand-up and maintain.
  • Missed KPIs for quality of support and service. 
  • Frustrated customers that are leaving for competition or commenting on ineffective support. 
  • Inability to support customers across different channels that customers demand today.

You must be directly involved in your company’s evaluation process for solutions like this, or in the management chain for people who do. You must be a hands-on user of the prospective solution or in the management chain of users. Please do not register for programs that are an unlikely fit. Your credibility and ours depend on it.

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