Gartner predicts that in the next year, AI will automate 85% of all customer service interactions. This is exciting, as it showcases the immense growth and user adoption of AI assistance. But we know that for many businesses, thinking about the future of automated customer experience (ACX) brings up questions, challenges, and even fear.
That’s why we hosted a second instalment of our Executive AI Transformation Series - a forum for industry leaders to explore what’s required to drive digital transformation in their business. Taking place in downtown New York, the event brought together dozens of senior executives from diverse industries, including CPG, finance, entertainment, travel, and telco, to discuss the role of automation in defining the future of customer experience.
Ruth Zive, Head of Marketing at Ada, began the evening by sharing CX stats and analyst insights about customers’ rapidly evolving expectations, highlighting the need for brands to keep up if they hope to maintain their long-term loyalty. After Ruth set the topics of discussion for the evening, Nimrod Barnea, Vice President of Customer Experience at Qapital, a full-service banking app, shared the key lessons he learned after introducing AI into the brand’s customer journey - an investment that has increased both CSAT and agent productivity.
In addition to the delicious food and drink, the evening proved itself rich and satisfying relative to discussion and engagement. The event was an opportunity to expand our thinking and further explore the future of ACX. Here are some core takeaways:
There remains a disconnect between company effort and customer satisfaction. Across all industries, companies are treating customer experience as core to brand differentiation - more so even than price or product. However, while businesses believe they are creating loyalty-driving experiences, customers simply don’t agree. In fact, 80% of companies believe they deliver super experiences, but only 8% of customers agree (Forbes). Without the right level of accuracy and personalization, poor automation experiences are actually hindering brand loyalty and sales, rather than strengthening them.
Omnichannel support has become table stakes. A generation of digital consumers expect brands to be available in the channel of their choice, immediately and at all hours. No longer does a single, double or even three-channel strategy suffice. To stay competitive, brands must scale their support across all sought-after channels - What’s App, Facebook, email, live chat, SMS - to be everywhere their customers are and armed with the right information.
Customers are wanting more from a self-serve solution. The era of the FAQ-bot is over. Customers no longer see quality service as just easier access to generic responses. They’re seeking experiences that allow them to do more without live agent support: updating information, making bookings, and purchasing plans, for example. Even more so, they’re looking for customization with AI-powered assistants that can offer up personalized experiences and content. Just like stopping by your favourite restaurant, where you want the server to remember your name and even your order. You shouldn’t have to introduce yourself (and your preferences) with each visit.
“As the second in our Series, this event solidified the need to bring together thought leaders across departments and industries to discuss the role of AI in the future of customer service,” said Dan Code-McNeil, Head of Sales at Ada. “Automation has truly become inevitable, and we will continue to share our leadership in automated customer experience (ACX) to support businesses as they introduce chatbot technology across the customer journey.”
For more information about Ada’s Executive AI Transformation series or to learn more about what makes our automation different, please reach out.