Fully cognitive artificial intelligence (AI) is not here yet, but something that feels like it is here now and already helping businesses create better customer experiences. That something is AI-powered chatbots. This was one of the key takeaways from an April 13 VentureBeat webinar titled Customer Support: Unleash Your Superpowers with AI. Stewart Rogers, VentureBeat director of marketing technology, and Tony Jamous, president of Nexmo, also discussed how AI-powered chatbots will be and are improving the work environment for contact center employees, another benefit of the continued automation of routine, repetitive tasks.
- 62% of shoppers believe that AI could improve the speed at which they get answers to common questions.
- Customers place higher value on getting instant access to information than preserving jobs in the customer service sector.
- While customer confidence as risen in regards to sharing medical data, only 47% say they are open to sharing their data on spending and entertainment.
“AI, in its current form, faces a major challenge: the intelligence it provides is only as good as the data it can learn from.”