The challenge with the customer experience is that it is ever-evolving, and all too often we are seeing the seemingly infinite demands of the customers met with the finite limitations of people. So how can brands meet these demands? When you take into account Gartner’s statement that “By 2020, customers will manage 85% of their relationship with the enterprise without interacting with a human,” the answer becomes simple - technology. And there are none that exist that are so perfectly poised to improve nearly every facet of the customer experience like artificial intelligence.
I had the pleasure of being invited by Genesys to be a part of the Toronto Tech Summit’s panel discussion on “How AI is Shaping Society,” late last week. I thoroughly enjoyed the conversation along with my awesome fellow panelists (from IBM, Element.AI, Inegrate.AI and RBC) and the crowd was extremely engaged! In case you missed it, here are some of my answers to the questions posed:
The more enriched an experience, the more dopamine is released into our brain and more profound is the interactivity associated with it. The feel-good factor or the user experience (UX) of any product, platform or service is the quintessential key to deliver a prolonged and definitive image of the brand in the mind of the customer. But how we create that indelible mark in the user’s mind or what technological advancements will lead to enhance the effect, undoubtedly needs our attention as we progress towards the UX of tomorrow. Can artificial intelligence led Chatbots distinctly be the buddies in changing the future of UX?