It takes genuine intelligence for artificial intelligence to deliver on expectations.
The correct application of artificial intelligence (AI) offers organizations a host of possibilities to optimize services, improve the employee experience, gain strategic insights and elevate the customer experience.
But it’s not a complete solution and, like any type of technology, doesn't deliver results when operating in isolation.
And this is why organizations need to use the coming year to reassess their existing use of the technology and rethink future AI investments.
One-in-four consumers would rather solve their own problem than engage directly with an organization. However, just 3% of consumers say they’re in a position where they can prioritize self-service with the organizations with whom they have a relationship.
The same is true of chatbots — 22% of consumers want to use them, but just 1% currently use them on a regular basis.
And yet, as long as organizations are starting with the right types and volumes of data, combining them with the right technologies and taking a best-practice approach — developing genuinely effective self-service options and designing and deploying chatbots, virtual agents and conversational IVR systems — should be well within reach.
Just
of Gen Z consumers are confident that digital forms of CX can meet their needs.
But clearly, something is going wrong, and our data is pointing to the technological part of the equation.
Over the past two years, AI has become more and more accessible as a technology to the point where potentially any organization can afford to use it. However, what hasn’t changed over that time period is the cost of getting things wrong — how much work, planning, application and data is required to bring an AI-driven project to fruition.
Indeed, without the right types and right volumes of data, an organization will never achieve the right ROI. And the same is true of overarching business culture. Even with technology and data, without employees with the right skills, mindset and belief in the tools and processes to apply them for the customer’s benefit, any project aimed at elevating the customer experience will fall short.
This disconnect between concept and reality could be why just 27% of Gen Z consumers are confident that a digital or automated form of CX could meet their needs as well as speaking with an agent in a live channel and why just 20% of consumers currently think that using the latest technology demonstrates that an organization is committed to delivering a positive CX.