The Role of Artificial Intelligence in Improving Customer Experience in 2024

In today’s fast-paced business environment, customer experience (CX) provision has become a top priority for many companies. According to Cavell’s research studies, a significant number of businesses have identified ‘providing better customer service’ as their top strategic priority in recent years. However, despite this focus on improving customer service, a large percentage of consumers still believe that customer service has worsened over the past few years.

So, how can businesses enhance their customer service and meet the growing expectations of consumers? One key solution lies in the adoption of artificial intelligence (AI) technology. Contact centres, which play a crucial role in customer interactions, are increasingly leveraging AI-enabled tools to streamline processes and improve efficiency. By deploying intelligent automated systems and chatbots, businesses can handle simple and repetitive queries more effectively, allowing human agents to focus on more complex issues that require empathy and human touch.

The trend of AI adoption in customer service is on the rise, with a growing number of contact centre managers already using AI-enabled tools or planning to do so in the near future. Leading technology companies like Microsoft are at the forefront of incorporating AI capabilities into their commercial offerings, with solutions like Copilot designed to assist in customer handling scenarios.

As AI technology continues to evolve and improve, the future of customer experience looks promising. With nearly all consumers expected to interact with AI in some form over the next few years, businesses have a unique opportunity to enhance customer satisfaction and loyalty through innovative AI-driven solutions.

To learn more about the latest trends in AI and customer experience provision, check out Cavell’s Voice of the Consumer Report 2024 and the Autumn 2024 issue of Technology Record. Stay ahead of the curve and subscribe for free today to receive future issues directly to your inbox. Don’t miss out on the opportunity to revolutionize your customer service strategy with AI technology!