Conversational AI: Trends and Predictions for 2022

The future of CX

As I was reading this, I realized that the further development of AI for the purpose of conversations is already here

In fact, I have already experienced it myself as have many of us

What does this mean for CX (Customer Experience)

It raises the bar yet again

Simple bots that help customers navigate a website are being replaced by much more sophisticated AI that actually answers questions!

This frees up resources to spend time on more complex issues as well as continued development of products and services

However, this also removes another layer of need for those who would perform these tasks on your front lines of customer service

In the short term, this will create and is already creating a gap

My belief is that people will always want to deal with people when they have a real challenge they need to be solved

So it’s important to create an alignment between technology and CX that does not create a loss of customers rather than a gain…

When corporate and business voicemail first came on the scene it took off for it’s convenience and cost savings

However, in the end, voicemail jail became a joke with people avoiding companies that relied on it

AI can do amazing things, but don’t take the human interaction out of your CX

In fact, in my humble opinion, you need to better train your teams so they communicate properly with customers…ONLINE and not by email or phone

When I have a question for a supplier or vendor these days, I text or message them through messenger, WhatsApp, or even their chatbox…

Your customers are doing the same thing…

BUT are you responding?

#ceo #customerexperience #digitaltransformation #leadership #salesenablement