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.

WINNIPEG, MANITOBA. April 16, 2015 – Execs in the Know, global network of Customer Management Professionals, and Social CRM innovators, Digital Roots, have announced the release of the newest installment in their Customer Experience Management Benchmark Series (CXMB). The 2014 Corporate Edition is a resource for customer care professionals, looking to enhance their customer care program, improve brand opinion, and drive customer satisfaction.

The CXMB 2014 Corporate Edition is the fifth release in the wider collection, and the third of the Corporate Edition reports. As with previous releases, the objective is to cultivate a deep understanding of industry norms and best practices, while simultaneously providing customer experience professionals with a baseline to measure their organization’s own strategies and activities against.

“The Corporate Edition of the CXMB Series provides great insight into current trends and best practices in Customer Care,” said Carol Brolley, Vice President of Operations Global Business Services at UPS. “With feedback from other like-minded professionals, the report helped me understand how companies are investing and prioritizing their customer experience and channel strategy efforts. An added benefit in this year’s report is the comparison of the consumer’s view to the corporate responses, very enlightening. This is the best benchmarking report that I have seen for Customer Care Executives.”

The 2014 Corporate Edition of the CXMB Series includes key analytics on customer experience, segmented by channel of care. Sections of the report include Operational and Strategic Insights, Team Composition, Fortune 500 Findings, and Connected Consumer Comparisons to name a few. Brands that participated in this year’s survey include FedEx, Deloitte, Costco Wholesale, UPS, CIBC, TXU Energy and many more.

The report is available for purchase at https://execsintheknow.com/cxmbseries/2014-corporate-edition/

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. Execs in the Know connects people to engaging industry content, thought leadership, current trends, peer-to-peer collaboration, networking, and industry employment opportunities. Examples of this can be seen at their Customer Response Summit events, roadshows, webinars, workshops, Blog Talk Radio segments, Industry Benchmarking Series, blogs, thought papers, and social communities.

To learn more about Execs in the Know, visit www.execsintheknow.com. For more information on their Customer Management Recruitment Solutions, visit www.justcareers.com.

About Digital Roots
Digital Roots is changing the game of customer relationship management in social media with proprietary software and a simple objective — to help brands establish roots in a digital world. Since 2009, they’ve used their passion to position brands everywhere customers communicate online, so they can build relationships and improve business results. Their dedication to innovation and excellence is reflected in everything they do, from their customized products to their end-to-end program management. Digital Roots aims to connect relevant brands with their customers and prospects… whenever, and wherever they are talking online.

As more businesses leverage social media channels for PR, marketing and customer care, the need for efficient, effective social CRM products and services is increasing. Digital Roots helps companies realize and boost the results they need and want for increasing revenue, improving retention and protecting their reputation.

For more information, visit http://digitalroots.com/.

Media Contact
Alyssa Pitura
Director of Marketing and Brand Experience
alyssa@execsintheknow.com
www.execsintheknow.com
@ExecsInTheKnow

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The post Execs in the Know & Digital Roots Release 2014 Corporate Edition in Customer Experience Management Benchmark Series appeared first on Execs In The Know.