The AI-enabled CX
The entire report is interesting, but my biggest take-aways pertain to artificial intelligence (AI). In particular, points related to “What is making today’s customers tick when using AI as a service?” resonated.
In my opinion, too many reports have made AI adoption predictions across the last five years. Those estimations became even more radical post-pandemic, so it has been interesting to read up on what “good” looks like for today’s AI-enabled CX!
To give a flavour of why I stand on the creative-yet-realistic side of AI, I’d like to share the following passage: “You have probably, in one form or another, seen press about self-driving cars with AI, and you may even be one of those people telling others that this sort of technology is going to be here soon…. I now want you to cast your memories back to the recent heat wave and the strong winds we experienced earlier this year….yep…that’s right…a bit of weather that completely knocked out our UK infrastructure and would have seen self-driving cars causing a circular fireball round the M25…moving on….”
The state of AI and chatbots
It’s no surprise that, in this Zendesk report under AI, the majority of respondents (60%) indicated frequent disappointment with their chatbot experience.
From my own discussions across the CX marketplace, I often hear this kind of statement. More often than not, the chatbot design has tried to be too intelligent for its own good and has not utilised narrow AI to give a fast binary “Yes, I can help with that,” or “No, let me escalate your enquiry to my human counterpart.” Speed and simplicity are of the essence for today’s consumer.
In support of AI not being narrow enough, 54% of Zendesk respondents stated that it takes too many questions for the bot to recognise that it cannot address a customer’s issue. When adopting bot-to-human design, I always recommend making sure you have accounted for all the decision trees and have balanced utilising contact center AI against human agent escalation for successful deployment.
Start small, and only take on what you can achieve. Start with small elements and build out, successfully, from there.