Fit For The Future

How are you using AI to enhance your customer experience?Broadly, AI can help in three areas: Interface, insights, and infrastructure. And all of them are to do with enhancing – not eliminating – the human touch.Let’s look at that with an analogy of the old-style deli owner, who knew everybody who came into their shop. I knew somebody like that, way back when I was a kid.1. InterfaceI would sometimes go to the deli after school, and the owner knew me. He remembered what I liked, asked me how school was, and sometimes suggested something new. It felt personal and warm – and it was also good business. He ran his business well by knowing his customers, managing his stock, and responding to what was happening around him.Now, AI can help us do the same – on a bigger scale. You can use AI first at the customer interface – through your website, contact centre, app, and in person.If you think I’m talking about chatbots, you’re right. It’s the fastest way to add AI. The earliest chatbots were very basic – only able to