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.

The post Boston’s Artificial Intelligence Briefing Explored AI Use Cases and More appeared first on Execs In The Know.

PHOENIX, AZ. – (February 12, 2018) – Community of customer experience leaders, Execs In The Know, have announced the details for four Artificial Intelligence (AI) Briefings they will host in 2018. The Execs In The Know AI Briefings will make stops in Boston, MA; Atlanta, GA; Chicago, IL; and Seattle, WA, over the course of the year.

Here are the official dates and locations:

– Boston, MA: February 13, 2018

– Atlanta, GA: May 3, 2018

– Chicago, IL: August 16, 2018

– Seattle, WA: October 18, 2018

Each event 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. Each day will feature a candid Q&A session with a panel of AI Solution Providers, followed by a Corporate only discussion. There will also be an Innovations Lab, allowing attendees to see live applications of how AI is working to improve CX, in different channels and processes, with various solution providers. Networking, as well as discussion around challenges experienced, solutions, best practices, or innovations as it pertains to AI for customer service, will also be valuable takeaways.

To learn more about these events and how to register, visit the events section of the Execs In The Know website:  https://execsintheknow.com/events/.

About Execs In The Know

Execs In The Know is a global community of customer experience professionals, from various industry verticals, all focused on the same thing – excellence in customer service and experience. Execs In The Know gives brands a platform to share and gain insights, benchmark their brand, stay on top of the latest trends in CX, and create lasting relationships with their peers – “Leaders Learning From Leaders.”

Execs In The Know holds their national event – Customer Response Summit – twice a year (in the Spring and Fall), giving executives the opportunity to connect face-to-face. They also hold a number of other live regional events throughout the year including Subject Matter Briefings (on topics like social media, AI, SMS, outsourcing, etc.), Lunch & Learns, Workshops, and EITK Dinners. The community is able to stay engaged long after the events come to an end through industry content and thought leadership, webinars, reports, and various social communities.

Learn more at www.execsintheknow.com.

Media Contact:

Alyssa Pitura
info@execsintheknow.com

The post Execs In The Know Artificial Intelligence Briefings to Make Four Stops in 2018 appeared first on Execs In The Know.