The Emerging Role of AI in CX: 3 Takeaways from Recent CXPA Livestream

By Gabe Smith, CCXP posted 06-22-2023 04:34 PM


Artificial Intelligence (AI) has been transforming various industries, and the customer experience (CX) landscape is no exception. In a recent LinkedIn Live event on AI in CX, I was joined by Nick Delis of Five9 for a conversation that highlighted the importance of striking a balance between automation and human agents in service interactions. Here are a few takeaways from the conversation that shed light on the significance of combining AI and human expertise in the CX domain:

  1. Complementing Agents with Automation: While there is a notion that AI will replace human agents entirely, this belief is a misnomer. AI and automation are designed to work hand in hand with human agents to enhance customer experiences. Machines can provide quick access to valuable information, automate mundane tasks, and ensure a seamless customer journey. However, human agents play a crucial role in delivering empathy and addressing complex customer needs. The webinar emphasized the need for a balance between human and virtual agents, where each complements the other's strengths to provide a holistic customer experience. "It's not just about that transaction, whether it's digital or voice, but it's about what the next transaction is like," Delis said. "AI and automation has a global capability of being able to take the level of customer experience up to something that we haven't really seen. And I believe that we're just on the cusp of that today."

  2. Leveraging AI to Enhance Personalization: AI has the potential to revolutionize customer interactions by offering proactive, personalized experiences. By harnessing data and AI algorithms, businesses can create a comprehensive customer profile that includes preferences, behaviors, and previous interactions. Delis shared several examples where companies could leverage AI to understand customer travel preferences and suggest tailored offers or solutions. This level of personalization fosters loyalty, strengthens brand-customer relationships, and elevates the overall CX.

  3. The Power of Data and Real-Time Insights: Data lies at the heart of delivering exceptional customer experiences. To enable agents to provide efficient and effective support, organizations must ensure they have a robust data infrastructure. With the right data at their fingertips, agents can deliver accurate information, make informed decisions, and provide the next best actions to customers. Moreover, real-time data enables businesses to gain valuable insights into customer needs, identify pain points, and adapt their strategies accordingly. Delis stressed the importance of integrating AI and automation into the data management process, enabling businesses to deliver a seamless and consistent CX across multiple channels. "In AI, a great CX starts with having a great data lake," he says. "With great data comes great routing, and great next best actions, and great 360-degree communication."

Missed the conversation but want to catch the replay? You can do so here.