Only 12% of organizations use Artificial Intelligence (AI) effectively., generating a real competitive advantage. Another 63% are still experimenting with the technology. (data from Accenture international research/2022And going straight to the source: when we ask customers and users, Approximately 60% of them will reveal a disappointing experience with AI. (CX Trends 2022 study). So, is artificial intelligence doomed to failure? Not at all! Automation, besides being necessary, It brings numerous benefits. when properly configured and managed. That's why we've listed it in this article. 5 tips for implementing AI strategically. Follow.
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Why use AI?
The benefits are numerous! Automation reduces costs, speeds up processes, delivers standardized results, and is assertive and effective.Linked to communication, it is the path to a intelligent and efficient service!
When properly adjusted, They can resolve issues faster than a human agent....and is also able to map and store current and future customer needs and different consumption patterns.
Only 12% of organizations manage to apply AI strategically and efficiently.A relatively low number that still demonstrates the resistance and/or difficulty in applying the technologyOn the other hand, these companies present a revenue growth 50% higher Regarding companies that are still experimenting with artificial intelligence.
The technology, automotive, and aerospace sectors are among those with the greatest application and maturity of this technology. The banking, consumer goods, and service sectors still face hurdles in consolidating AI.
Next, we share 5 practical tips to help organizations implement AI strategically and intelligently..
1 – Identify service problems by volume
Make one collection of requests These requests come from traditional and digital service channels, and even self-service options. Focus on the top 10 requests or gather data on the volume for a specific business area or department.
2 – Group the requests by type of support.
Some problems or requests can be easily resolved without the help of a human agent (simple requests); others, more complex, require human support. Do this filtering and separationAlso, consider the problems that can be solved in a hybrid way, with automated and human customer service.
3 – Add AI to customer service processes that can be automated.
Have you mapped and filtered out requests that could be automated? Don't be afraid to change processes. Automate! The change will require adaptation, training, and adjustments along the way, but the reduction in costs and time, and the increase in efficiency in the medium/long term are valuable rewards for your business.
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4 – Identify opportunities among the problems.
Prioritize the problems that can be automated not only offer greater convenience for users, but also represent business opportunities for your company, such as cost reduction, the possibility of new sales (upsell) or entering a new market.
5 – Automate the resolution of other problems.
Prioritizing problems that will bring business opportunities, Start refining the remaining features that can improve the overall customer experience.Conduct tests and experiments, listen to your users, and identify areas for improvement and optimization.
READ ALSO: "Business automation: apply it to your business now"
AI Universe
Above all, whether in customer service and/or in the automation of processes in general, the Artificial intelligence should not replace any task or process that inherently depends on human involvement.However advanced and intelligent AI has become, it is still no match for the human brain (in fact, this comparison doesn't even make sense). Artificial intelligence needs to serve us.To get it right with AI, you need... constantly wondering at what point she is better or more efficient than us.Yes, we should continue trying, testing, training, and monitoring this technology.
