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How Intelligent Platforms Will Reshape Customer Engagement

Business.com / Customers / Last Modified: February 22, 2017

Intelligent systems and platforms are set to shape how we engage and excite our customers.

We have all heard how Artifical Intelligence it is set to evolve the way we drive, the way we buy/invest, how we interact with the world around us through smarter personal assistants, etc. We have also heard from leading minds like Stephen Hawking, Elon Musk etc., that AI is risky business; Building a secondary intelligence modeled around human intellect might pose a challenge for humanity in the years to come.

The Age of Intelligence

All that being said, we are officially on the path to cognitive systems that will — if used properly — open the door to much greater progress and efficiency. One way that business could lead in the use of cognitive systems is by looking at our consumer interaction points.  

Technology has changed the way consumers interact with businesses, from a single brick and mortar touch point to multiple touch points including but not limited to the Internet, Telephony, Branch, ATM, Mobile, etc., the list goes on. Businesses have opened up the window on how they engage with individuals. But that creates an entirely new set of challenges.

Consumer experience is integral to business continuity. In a quest to make life simpler, we have failed to address one critical issue  — how negative interactions can reshape the worth of any organization. Businesses seek to deliver a uniform experience to customers and our Omni-channel approach backed by human implementation has left a void in what could be a well-oiled, well-orchestrated success strategy.  

Smart Works

Company representatives who regularly work with customers are at times not able to respond to rapid-fire queries, understand customer sentiments and have access to structured customer data. Cognitive computing can help enhance that ability by providing specific action items by gauging the mood of a customer through a sentiment engine, or fetch values on a customer form through auto populate features. Among other things they can also automate first level customer engagement to free up human agents to handle more complex queries and because of its adaptive nature the system is always learning.

This type of insight and engagement is no longer just a hypothetical scenario. Technology firms have been keenly examining the changing landscape of customer interactions and the application of cognitive platforms therein. They are now closely working with cognitive platforms globally to bring next generation Cognitive Customer Interactions and analytics to the market. 

Taking Action Today

The need of the day for organizations is to understand that a global customer now exists. One who is well-read and well-travelled. To cater to such a demanding customer, organizations need every edge they can get and cognitive platforms will pave the way for how well they can understand a customer who embraces the best and dismisses anything close to mediocre. Technology has traversed borders and for us to not be invested into new age solutions would surely signal demise.

Image Rawpixel.com/Shutterstock.com

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