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When someone mentions AI in Customer Support, what comes to mind above all else are chatbots and the fear of how they are soon going to replace human agents and make our workforce redundant. But is that fear really warranted? That’s what we asked some very knowledgeable people in the industry. And what they told us is here for you to read.
We also learnt from them that there is much more to AI in Customer Support than chatbots. Data analytics, for instance. Data is at the heart of digital transformation and AI helps parse this data into meaningful insights. Today Customer Support teams are working on predictive analytics to foresee the support you may need even before you flag it, so they can offer you a seamless product experience.
But that’s not all. With technology evolving, customer expectations have risen. Customers want quicker resolution to their problems. They want to connect with businesses across devices. They want self-service but with the option of connecting with a human agent when required. The demands are endless.
So how are businesses learning to cope with these changes? What technologies are they investing in? How are they aligning their workforce to deal with the new reality? These were some of the questions we asked our guests featured in this issue. And we found what they had to say both insightful and encouraging. Hope you do too.
Happy reading!
Arunh Krishnan
Editor