Artificial intelligence (AI) is at the forefront of a new approach to customer experience (CX) strategy, design and implementation.
Artificial intelligence is integrated with new customer touch points to improve the customer experience by providing transparent interactions. Chatbots are integrated into a range of platforms to automatically interact with incoming messages or start conversations in an intuitive and naturally human way.
A recent report by Business Insider, predicted that the global chatbot market is 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 predicts that the strongest growth in chatbots will be in the e-commerce and retail sectors, due to growing customer demand for omnichannel experiences.
This shows that chatbots will be used more widely to manage customer relationships in the future and will be widely deployed as tools for businesses to strengthen their CX posture.
During the ITWeb Business Intelligence Summit, which will be held from March 9 to 11 as a virtual event, Thembani Phaweni, AI lead: Strategic Insights at Telkom, will give a talk on “Using AI and Automation to Improve Customer Experience”.
“There are many ways to use artificial intelligence and automation to improve the customer experience. At Telkom, we focused on bots and 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 neglecting domain and business expertise. . “We were so focused on [tech] we have forgotten the other pitfalls.
During his presentation, Phaweni will talk about Telkom’s journey and describe the challenges faced by telecom operators, as well as how organizations are currently approaching them.
How AI and Chatbots Help Telkom Gain Business Intelligence
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