Leading digital businesses are already securing significant advances in their use of AI for everyday dealings with customers.
In only a few years, it’s likely that most interactions will be based on voice and augmented or virtual-reality interactions.
Of course, using AI interfaces as the primary source of interaction needs to strike a balance between offering ‘cool’ features customers value and safeguarding against intrusions that turn customers off.
This reinforces the need to give customers a degree of control that goes beyond channel preferences to provide a deeper understanding of how and when communications take place. It means that the ‘right time’ rather than ‘real time’ becomes the key attribute they will respond to.
So what do organisations need to think about when integrating AI ? - The right operating model and governance: - Evolving the data supply chain - Keeping pace with changes in technology: - People and machines working in tandem