Although we may not even know it, Artificial Intelligence (AI) is thoroughly embedded in our everyday lives, unbeknown to many of us it is there in the background helping to anticipate our next need and circumvent the next obstacle in our path. This is the true beauty of raising AI – it solves problems before we even know we have them. Picture this … You are taking a flight in a few hours, and you’ve got plenty of time normally to get to the airport. Your phone lights up and you see – as if magic – a notification that traffic is backed up on the highway and advising you to leave earlier than you would normally, as well as providing the best way to avoid the traffic jam. This is AI at work. AI has been ‘trained’ to analyze all your data from all your sources and the internet in general and magically piece them together in useful ways for you. Here the technology helped solve a problem you didn’t know you had and prevented you from having additional issues.
Today, our concept of raising AI tends to be based primarily on our understanding of human intelligence – so it makes sense that we should compare it to human intelligence as well. Like a child, AI’s ability to adapt, reason, and problem solve are heavily influenced by how well it is nurtured, and it grows more powerful with time and the more it is used.
Businesses recognize the importance of incorporating AI, particularly in fields like telecommunications, security, retail, and banking.
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According to McKinsey, the top three use cases for AI in organizations are contact-center automation, service-operations optimization, and AI-based enhancement of products. In the call centers particularly, AI has become a company’s secret weapon. Implemented properly, it has the potential to empower 90% of customers to solve their problems independently, enabling them to avoid long hold times and other annoyances that customer service centers can bring. What many organizations fail to realize is that the integration of AI is only the beginning or birth – the extent of its success depends on the teachings of its “parent” or organization.
In telecommunications, AI in call centers can seem like an easy plug-and-play solution to routine customer care issues. But more can be done. When used correctly AI can help companies reduce product returns by 75%.
While it may seem almost like magic, we know there is someone behind the curtain. To make the most of AI, organizations should remember that it requires continual nurturing to grow, mature, and become successful. That automated voice or chat box you’re talking to can only identify and solve a problem it’s seen before.
For example, if I were to ask a typical question like “Can you help me set up my new smartphone?” the AI will identify the problem and guide me in setting up my brand-new phone.
However, if I wanted to know the answer to a question like “Can I put my phone in the microwave to charge the battery?” unless it has been extensively nurtured, the AI probably isn’t going to know the answer and will defer me to a representative. Here is where a company’s understanding of the voice of the customer and monitoring the heartbeat of customer care services is so valuable. If you, the company, notice “microwave charging” has become a trending topic amongst smartphone users, you can embed that knowledge into your AI to create a solution for all your users. Proactively problem-solving is how organizations – and consumers as a result – can harness the true power of raising AI.
The voice of the customer is essential.
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However, we know the needs of every consumer can create an almost infinite list of questions. Therefore, the AI in call centers is expected to address nearly limitless problems. While it’s impossible to ensure your AI can solve every problem that arises, organizations should take advantage of the knowledge provided by trending topics. Last year, Android faced a crisis when certain apps stopped working for users out of the blue. Many providers were stumped. They spent endless hours trying to identify, analyze, and upload a solution. The problem is these service providers weren’t constantly adapting their knowledgebase and anticipating consumers’ needs and helping to solve a small problem before it became more significant. Instead, they’re stuck playing catch up.
Organizations who are updating their knowledgebase regularly with new questions and topics are seeing much more of the benefits AI provides – for example, quickly identifying and addressing Android’s problems.
Your AI’s ability to assess a similar situation in a timely manner will ultimately deflect thousands of calls and increase customer satisfaction. A constantly adapting knowledgebase is the person behind the AI curtain, helping technology to solve technology’s problem, rather than humans fixing technology. This is the beauty of properly nurtured AI.
So, what’s next for raising AI?
Society has big dreams for this technology. Whether it be fully automated transportation or the use of robotic systems to increase human functionalities, we expect great things from AI when it’s ‘fully’ grown. In the short term, we’ll see a period of reflection on the use and efficiency of raising AI’s role in business. The learning curve is steep, but successful companies will reap major benefits like greater efficiency, increased customer satisfaction, and reduced product returns – ultimately, creating a more profitable business and more satisfied customers. And AI will continue to become stronger and more useful with constant guidance and learning integrated.
AI is a powerful tool for companies to utilize. When properly guided, it makes the everyday person’s life more efficient. Organizations that continuously analyze the customer’s voice, from the regular to the obscure, and practice proactive customer care help in raising AI maturity, dramatically cutting costs, and improving their consumer experience. Harnessing the power of AI can be a bit of work, but when done properly it’s enormously beneficial to the company and its consumers.
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