Combine AI and the Human Touch for Exceptional Customer Service

Companies face major challenges when trying to effectively scale customer service. Successfully responding to customer interactions across an expanding range of channels puts even the most customer-centric organizations to test.  Customers want seamless service in the form of fast responses on their channel of choice (or convenience) — whether that’s chat, phone, website, text or social media. Providing answers in a cost-effective way while still delivering an exceptional customer experience is not easy, which is where artificial intelligence (AI) comes in. AI can make an immediate and impactful difference in the short-term for companies looking to streamline the relationship with consumers.  That said, a 2014 report by Forrester (registration required) shows understanding customer emotion and empathy are critical components of a successful customer experience. Clearly the human touch is needed at the…


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