Building a self-serve environment with communication data, AI and automation

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Building a self-serve environment with communication data, AI and automation

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Since the start of the decade, customer experience (CX) and employee experience (EX) have gone through fundamental transformations. Organisations with a cloud-first mindset have quickly adapted and leapt ahead, but disruption and innovation are swift and ongoing. Communications data is helping leaders achieve self-serve dynamic customer environments with AI and automation. The challenge is how do you build the workflows and automation process that optimise customer engagement?

Five takeaways

  • Chat Apps are already being heavily adopted and that is only going to accelerate
  • The biggest challenge affecting the CX is disconnected internal processes
  • A number of considerations are required  when implementing Chatbots
  • The capability to handle languages and dialects has improved
  • Measuring Success- Understand what you are trying to achieve with a virtual agent

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CIO WaterCooler Research

CIO WaterCooler Research specialises in delivering primary research from the CIOs perspective.