Our panel of experts fielded questions from our community of corporate executives. The brands’ experiences with AI ranged from taking the first baby steps to mature projects looking to take the next big leap.

The themes that emerged revealed an area of CX that is very much in its infancy. The applications of AI and the strategic decisions it requires were top-of-mind for corporate brands.

“Machines and Humans Have to Work Together”

One of the central questions of the Briefing was how AI and service reps would (or wouldn’t) interact. Will AI replace employees entirely? How can AI provide good or excellent customer service without the empathy of a person?

The service providers agreed that AI won’t necessarily replace employees. AI can make an impact on the bottom line by completing simple and rote tasks, which frees up representatives to deal with more complex issues. Employees are happier, because they’re not working on repetitive cases. Customers are happier, because reps can devote more time to their complex cases.

AI can also work to streamline service processes for customers. Deflecting cases or just getting cases to the right person reduces customer frustration. Customer problems are solved faster, creating efficiencies that also reduce costs. Used correctly, machines can give humans more capacity to do the things only a person can do.

AI Use Cases

Some of the most exciting content came from the service providers’ experience with clients. Their real-world examples included visual recognition and machine learning. One company in the insurance field uses visual recognition to give customers a way to send photos for claims and get feedback. A consumer products organization asks expert users in their community to answer questions about their product. For the questions that appear over and over again, the expert users “teach” the AI to answer.

Machine Learning Implementation

Machine learning is an area many of the brands were interested in exploring. The service providers shared best practices to make machine learning work for CX. One panelist suggested thinking of machine learning as a smart, inexperienced apprentice who doesn’t know anything about your business but can learn. If you give it a large enough set of examples, it learns patterns well. Our service partners emphasized machine learning’s success greatly depends on the data set it uses. If the data set’s quality is questionable, corporate executives are likely to be frustrated with the outcome.

AI Briefing in Atlanta

Each Briefing is unique, with different attendees, panelists, and agendas. Our AI Boston Briefing started off with a panel of expert service providers answering questions from the audience of corporate executives.  The AI Briefing in Atlanta (May 3, 2018), will be kicked off with a stellar presentation from UPS’ Technology and Process Senior Manager, Gil Pongetti. Register today to hear Gil’s perspective on AI, quiz a panel of service providers on best practices and use cases, collaborate with your peers in a corporate-only session, and see on-demand demos of the best CX solutions.

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PHOENIX, AZ. – (November 2, 2017) – Community of customer service executives, Execs In The Know, have announced their next event for customer experience leaders. The Execs In The Know AI Briefing will take place December 4^th-5^th, 2017, in San Francisco, CA. The day and a half session is an opportunity to discuss how AI is impacting service strategies, with other care leaders that are looking to maximize their strategy or implement it.

On day one of the AI event, held at The Westin St. Francis San Francisco on Union Square, attendees will have the chance to visit the Execs In The Know AI Innovations Lab, to see live applications of how AI is working to improve CX in different channels and processes, with various solutions providers.

Day two of the event will be held at Square Headquarters. Square helps millions of sellers run their business – from secure credit card processing to point of sale solutions. The day will start with “An Overview of AI Trends for Customer Service With Square” from Matt Capers, Data Science Lead at Square. The rest of the day will center on candid discussion with AI Providers to explore the challenges and opportunities that face corporations today, in using AI for customer service, as well as a separate discussion with just the Corporate Brands in the room about challenges experienced, solutions, or innovations, as it pertains to AI for customer service.

“The future is predictive and personalized support, powered by artificial intelligence, which balances both technical and human solutions to customer success. At Square, our goal is to be always available, but rarely needed, and we are constantly working to provide fast, efficient (and ultimately human) answers to our sellers’ questions,” said Nate Rosenthal, Head of Customer Support at Square and current member of the Execs In The Know Corporate Advisory Board. “It’s exciting to see artificial intelligence, predictive support, and automation gaining traction throughout the industry, and I look forward to diving deeper into their potential during the Execs In The Know AI Briefing.”

To learn more about the event, download the AI Briefing agenda  or visit the event website .

About Execs In The Know

For over 15 years, Execs In The Know has built a reputation of excellence in the Customer Management Industry and a worldwide community of over 50,000 Customer Experience Professionals, dedicated to enhancing the customer service industry. Execs In The Know connects people to engaging industry content, thought leadership, current trends, peer-to-peer collaboration, networking, and industry employment opportunities. Their largest event, Customer Response Summit, takes place twice a year, uniting executives from many of today’s leading brands, to create impactful connections and share actionable insights.

Learn more at www.execsintheknow.com.

Media Contact:

Alyssa Pitura
info@execsintheknow.com

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