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Voice-activated devices like Alexa, Cortana and Google Voice are ubiquitous. It’s not surprising to see kids engaging in conversations with these devices for hours. And those kids are your future customers; they’ll open bank accounts, shop online and make travel plans. Using a voicebot or chatbot to find the answer to a question will be second nature to them. And will take precedence over looking on a website or app for that answer. The power of artificial intelligence (AI), as well as advances in speech and context recognition, demonstrate the promise to deliver the customer experience to the next generation.
The Genesys Self-Service Automation Team includes experts who’ve been a part of the evolution of the customer experience industry for more than 20 years. We’ve seen some corporate initiatives succeed beyond expectations and we’ve seen some fail. A big indicator of the expected result is around the type of questions you ask before the onset of an engagement. And even though AI technology is cool, it’s still nascent. Getting into it for the right reasons will drive long-term success.
In this blog series, we’ll explore issues you need to consider as you travel your AI-driven customer experience journey. It’s important to strategize exactly what your company and business unit wants to do with AI. Our professional services team can assist through this journey and partner with you to drive expected results and share lessons we’ve learned along the way.
3 Reasons to Embark on an AI-Driven Journey
Because the success of an initiative is measured by its ROI, identify and address the top priority and expected value add specifically from AI-driven voicebot and chatbot.
Identify AI Drivers to Ensure Success
Creating the best customer experience with minimal cost is always a lofty and unreasonable target. Getting more granular about specific drivers creates a better services strategy with higher chances of success.
Getting into the AI journey for the right reasons sets the stage for a more successful long-term strategy — with the potential to revolutionize your customer experience. Read this ebook to find out three ways chatbots and AI can improve your customer experience.
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