Artificial Intelligence (AI) Powering the CX Portfolio

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Barbara Hodge

The customer is critical for enterprise success. State-of-the-art solutions enabled by Artificial Intelligence ensure that customer service, in all its forms, is constantly and consistently optimized through real-time analytics. The challenge is to adopt and succeed - or risk falling behind.

The real power of AI lies in its exponential application of pattern recognition along with continuous learning, made even stronger when leveraged across all channels and interactions. This capability can power an entire portfolio in real time, integrating additional use cases like fraud prevention, complaint identification, and predictive behavioral routing.

Fraud prevention, for example, can be supported through voice biometrics that identify and block potential risk; customer complaints can be scanned for context and are becoming more significant in the face of financial regulations and penalties; and predictive behavioral routing leverages intelligent decision-making around sentiment, personality, and customer preference to identify the employee that is the best fit to ensure a positive outcome.

The entire power of AI-driven analytics can thus be incorporated across the enterprise to ensure every engagement benefits.


Keen to learn more? Download your copy of How To Leverage AI as the 6th Sense for the Ultimate Customer Experience and access the full report.