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How AI is shaping the future of customer interactions

Virgil Wong, Chief Digital Officer at HGS, tells CMSWire how chatbots are revolutionizing CX, potential challenges and best practices to enhance the CX experience through chatbots.

Photo of Virgil Wong

Article originally published on CMSWire
By Michelle Hawley

Artificial intelligence isn’t going anywhere. In fact, it’s beginning to take the lead on customer interactions — but not without challenges.

Years ago, interacting with a branded bot was a pain for customers. It meant pressing numbers on a telephone keypad (or hitting 0 repeatedly) but not getting the right answers. Typing questions into a website chat box while trying desperately to find a customer service phone number (and some companies went above and beyond in trying to hide that number).

Those interactions often ended in frustration, anger and even jumping ship to another company willing to put a human voice on the line.

But those days are gone, and people’s perceptions of bots have shifted massively. In a survey of 6,000 people from Pega, 55% of consumers said they’re comfortable with a business using artificial intelligence to interact with them — and 26% were neutral on the topic.

Additionally, 68% of those surveyed said they’d be more open to AI if it helped improve their daily life in some way — such as by saving them time or money.


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