Artificial intelligence (AI), which creates conversational customer experiences, could be a competitive advantage for retailers and organizations that are looking to automate processes in order to better meet customer needs.
You can also find out more about the A-Team here. Gartner In a survey released in 2013, 80% of executives believed they could automate any decision. The report showed how AI is being used by organizations to enhance their automation strategies, which are now embedded into digital business operations.
“The survey shows that enterprises are moving away from a purely tactic approach to AI to begin applying AI more strategically,” Erick Brethenoux said, a Gartner analyst vice president. “For example a third organization is applying AI across multiple business units. This creates a stronger differentiator for the company by supporting decision-making across business processes.”
The research shows that customers’ expectations have changed significantly. They now expect fast, convenient, and personalized experiences on all communication channels including voice, messaging, and chat. AI can deliver on these expectations and make customer experiences more conversational.
Rebecca Jones is the general manager at Mosaicx, is providing AI services for her CX services. She is a big advocate for implementing conversational AI, which empowers businesses to enhance CX and tailor it and thus increase competitive advantage.
Jones told CRM Buyer that it was important for leaders “to understand the latest advances in AI, and to ensure they are staying ahead of their industry and their business operations.”
AI-Powered CX: Maximizing its Potential
Jones said that, in fact, a Forbes advisor survey reveals how many businesses have adopted AI for a wide range of business functions, both internally and with their customers. Over half of those surveyed said that they use AI for these purposes.
She urged business owners to stay abreast of the latest advancements. She urged business owners to keep up with the latest developments. The new game is to understand how to anticipate the needs of the customer and recommend the next product. It’s also about providing real-time insights on what the customer needs next.
“Conversational AI allows for omnichannel understanding and engagement, consistently providing high levels of customer service to all your customers.” This is available 24/7, no matter what time customers call.
Mosaicx optimizes company performance
Mosaicx utilizes AI and Machine Learning (ML) to continuously enhance the experience. predictiveA personalized service is possible.
The company’s high-end products and solutions for conversational AI enable businesses to benefit from AI and ML technologies on the front of their business.
“We provide an intersection between brand experience and the customer experience. We create a brand-centric entrance for their business.” She explained that we do this by automating many of these interactions with our clients.
Cost savings are one of the many benefits that this technology offers. It stops some rare customer requests reaching the contact center of a business. This decrease in contact center pressure allows agents to focus more on high-level interactions with their clients.
Jones continued, “We can deflect the cost associated with low-quality and rapid turnaround questions from their customers.”
Fighting the Fear Factor
Jones states that many businesses are afraid of the unknown when they adopt this higher-level AI/ML CX Solution. They don’t know how to use the technology.
The main concern, according to her, is that businesses are hesitant or unable to build or adopt conversational AI themselves rather than purchasing a pre-existing technology.
When a company is considering the adoption of the technology, there are several factors that will affect the costs. These include the licensing fees for cloud services, the integration and development cost, as well as the storage and collection of data, and the rotation security. The costs of compliance and similar things are huge.
She suggested that companies adopting conversational CX buy a solution with AI already embedded for the specific front-function they desire. They can then pay for the solution, without needing to cover the costs of the underlying technologies, cloud infrastructure, ongoing maintenance, data solutions and other related costs.
Mosaicx Platform unwrapped
Unlike other CRM platforms, Mosaicx — which uses cloud-based SaaS technology — can be a standalone application for companies that prefer something less customized. It’s better to have more. Jones said that more access to the entire platform would allow for more personalized services, which a business might want to integrate with its CRM tool.
She said that “the customers we have today are the ones where we can get the greatest cost savings, the best personalization and where we can integrate with their CRM system, their back-end ticketing systems, or other data points relevant to their line of business or their customers.”
For example, many of Mosaicx’s customers use the platform’s payment services functionality that allows their user customers to fulfill their payment processing completely automated without having to speak with a human — that kind of flexibility matters. Jones said that the answer really depends on our customer’s needs, but it is possible to do both.
The Mosaicx platform is hosted in Google Cloud and can leverage many of the back-end processing. The proprietary software integrates AI and ML datasets to enable seamless conversation between humans and machines.
“The technology has advanced so rapidly that we can use computer voices to simulate agent voices or other things. Jones stated that it can be difficult to distinguish between a computer and a human being in some cases.
AI and Customer Experience: The Role that AI is Playing in CX
Jones pointed out that the Gartner AI report cited above might be outdated. However, it still applies to AI advancements today with conversational CX. Gartner published its findings in August.
Researchers found that among its highlights:
- One third of organizations have applied AI to various aspects of their business. Decision makers explored generative AI for automating experiences and began considering conversational AI within their toolkit.
- In average, 54% AI projects make it to production from the pilot stage.
- Even then, organizations still faced challenges in moving AI from pilot to product.
- Talent is not a barrier for AI adoption. According to 72% of executives, they have or can source the AI talents they need.
This Gartner study was conducted online in October to December 2021 with 699 respondents located in the U.S.A. Germany and the U.K.
Consider AI guardrails to ensure safety
Jones remarked that in addition to the buzz surrounding conversational AI over the past six-to-nine months, there was also a lot of interest around generative artificial intelligence. She observes that there is a growing interest in the ecosystem from fast adopters, who don’t care about privacy or data security.
Mosaicx has adopted both AI types with a strong ethical and responsible approach. She believes that customers are concerned about not adopting generative AI fully.
She said, “We’ve proposed to our clients that they use generative AI internally as a means of automating engagement with their employees. This will relieve some of their employees from the burden they face when engaging with end users. Then they can leverage it externally.”
Her company has taken a very conservative stance in deciding whether to ban or limit the use of large language models generated by generative AI to ensure it does not become a problem. expose risk Clients. A service called Mosaic Expert, which adapts AI generative to allow businesses automate questions and answers FAQ types of engagements, is currently being implemented.
She said it was a great way to save money because they could offer the same services as their usual contact center agents.
This method allows for the controlled introduction of generative AI, assuring users and clients that the technology is safe and secure.
