Artificial intelligence (AI) is at the vanguard of a new approach for customer experience (CX) strategy, design and implementation.
AI is being embedded into new customer touch points to improve CX by offering seamless interactions. Chatbots are being integrated into a range of platforms to automatically engage with incoming messages or begin conversations in a way that is intuitive and naturally human.
A recent report by Business Insider, predicted that the global chatbot market was expected to grow from $2.6 billion in 2019 to $9.4 billion in 2024, a compound annual growth rate of 29.7%. The report forecasts that the greatest growth in chatbots will be in the e-commerce and retail sectors, due to a growing demand by customers for omnichannel experiences.
This points to the fact that chatbots will be more widely used to handle customer relationships in the future, and will be widely deployed as tools for enterprises to strengthen their CX posture.
During the ITWeb Business Intelligence Summit, to be held from 9 to 11 March as a virtual event, Thembani Phaweni, AI lead: Strategic Insights at Telkom, will be doing a talk on ‘Using AI and automation to improve customer experience’.
“There are many ways AI and automation can be used to enhance CX. At Telkom, we have been focusing on bots, and have ventured into chatbots and voice bots, as well as various types of natural language reporting.”
Speaking of the pitfalls to avoid when implementing AI and automation, Phaweni says IT teams should avoid being too tech-focused and overlooking domain and business expertise. “We were so focused on [tech] we forgot about the other pitfalls.”
During his presentation, Phaweni will talk about Telkom’s journey, and will unpack the challenges the telco experienced, as well as how the organisations is currently addressing them.
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