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AiThority Interview with Bjorn Andersson, Senior Director, Global Digital Innovation Marketing and Strategy at Hitachi Vantara

AiThority Interview with Bjorn Andersso - Hitachi Vantara

Contact centers are thriving in the post-pandemic world, largely due to a rampant adoption of data-driven digital transformation journeys. The innovations in the customer service industry focus majorly on the Artificial Intelligence, Deep Learning, and Automation capabilities. According to Gartner, leading organizations are embedding data and analytics into their existing processes to drive better digital transformation across all departments. This includes, customer service and support teams. Without AI, customer service management could be a hard battleground to win, especially when almost every organization has more or less some percentage of their budgets directed at AI-enabled capabilities. We spoke to Hitachi Vantara’s Bjorn Andersson to decode the future of businesses in the ChatGPT era.

Here’s what Bjorn said to us in the interview.

Why is an AI-assisted customer service plan better than human-only efforts?

By harnessing the power of AI-assisted customer service and predictive analytics strategies, companies can implement faster customer response times and increase internal productivity amongst team members.

Additionally, AI-powered tools allow employees to better understand other facets of company operations by automating or accelerating tasks that were previously “human-only.

Futhermore, companies can invest in employee development by using AI to support customer service personnel. This allows for optimized onboarding and transitioning for new hires from the beginner stage to intermediate and beyond. AI-assisted customer service plans also allow for the creation of more agile company strategies that focus on optimizing customer results, experience and engagement and maintaining competitive advantage in today’s constantly evolving technological landscape.

AI enables companies to have complete visibility into their data stack, allowing them to access critical customer information in a digestible, accurate way, and offers a clear, contextual picture of customer needs. This, in turn, allows companies to create targeted approaches to fulfilling customer satisfaction consistently.

How can technology companies transform their customer experience strategy with ChatGPT and Conversational AI tools?

“ChatGPT has truly become a game changer in today’s enterprise landscape with a predicted market growth of $90 billion by 2025.

Responsibly integrating these valuable tools into a company’s growth strategy allows business leaders to streamline processes centered around addressing customer pain points. Beyond ChatGPT, enterprises, particularly Big Tech, have seen an influx of standalone and integrated, built-in AI tools that have revolutionized how they operate. For example, Google launched Bard earlier this year, a bot aimed at boosting productivity and fueling creativity.

Leveraging these personalized tools can be an indispensable asset to firms who are looking to level-up their internal and external processes. With a simple-to-use interface, ChatGPT has the power to transform the way businesses identify leads and drive results.

Moreover, ChatGPT allows companies to proactively implement methodologies that may prevent inevitable bottlenecks in a company’s strategy, ultimately increasing ROI.

Thank you, Bjorn! That was fun and we hope to see you back on soon.

Bjorn Andersson is a Senior Director, Global Digital Innovation Marketing and Strategy at Hitachi Vantara.

Hitachi Vantara, a wholly owned subsidiary of Hitachi Ltd., delivers the intelligent data platforms, infrastructure systems, and digital expertise that supports more than 80% of the Fortune 100.

Hitachi drives Social Innovation Business, creating a sustainable society through the use of data and technology. We solve customers’ and society’s challenges with Lumada solutions leveraging IT, OT (Operational Technology) and products. Hitachi operates under the business structure of “Digital Systems & Services” – supporting our customers’ digital transformation; “Green Energy & Mobility” – contributing to a decarbonized society through energy and railway systems, and “Connective Industries” – connecting products through digital technology to provide solutions in various industries.

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