Its great to see solutions now available really leveraging technology. This Odigo solution from Capgemini is leveraging AI to enhance the customer experience and improve internal efficiency. When you join solutions like this together with Pega and make it accessible in the cloud you know the future will deliver real business value from the technology.
Chatbots represent the holy grail of customer service automation. They can automate 10–40% of interactions, lower average call duration by up to 10–30%, and deliver an appealing customer experience to, although not exclusively, millennials.
Organizations should adopt AI now!
Far from being a myth, AI within customer relations is a reality, and organizations need to be ready. But just like every new digital technology, implementation of a minimum valuable product (MVP) on a limited perimeter is recommended.
After transforming games such as chess, Jeopardy!® and Go, artificial intelligence (AI) is set to radically transform customer services. This major upheaval will take the shape of smart conversational interfaces known as chatbots that answer client requests through highly developed conversations, via text (on digital channels such as social networks, mobile apps and websites) and speech (on the traditional phone channel).