AI is set to have a significant impact on customer experience. Improved CX is already happening through chatbots and virtual assistants that provide personalized support to customers. AI can also analyse customer data to empower agents to personalise interactions and tailor products and services. Additionally, AI can improve the accuracy and efficiency of customer service processes. Overall, the use of AI in CX has the potential to transform the way that companies interact with their customers. Still, it's essential to consider the ethical implications and ensure that the technology is used in a way that is transparent and respectful of customer privacy.
Ryan Falkenberg is co-founder and CEO of CLEVVA (pronounced ‘clever’), an award–winning, enterprise-level Intelligent Automation platform designed to let noncoding teams build, maintain and deploy digital workers that specialize in front office process automation
Johan Steyn is a Human-Centered Artificial Intelligence advocate and thought leader. He was recognised by Swiss Cognitive as one of the top 50 global voices on AI. He is a Research Fellow at the School of Data Science and Computational Thinking at Stellenbosch University and an Adjunct Professor at the School of Business at Woxsen University. He was a finalist for the 2022 IT Personality of the Year Award. Find him on AIforBusiness.net