Organizations and Customers Alike Turn to Artificial Intelligence to Enhance Customer-Controlled Digital Experiences
Organizations and Customers Alike Turn to Artificial Intelligence to Enhance Customer-Controlled Digital Experiences
In order to cope with the avalanche of digital information and activities, customers — like organizations — will increasingly turn to automation moving forward, according to Gartner, Inc.
“There is often a lot of discussion about how enterprises continue to invest in artificial intelligence (AI) to save time and money, but we often overlook the next generation of customers being equally amenable to conducting their personal experiences the same way,”
“The reality is that customers have to engage with endless digital activities over their lifetime, which means much more data to consider. The trend of customers assigning their endless digital activities to their virtual personal assistants (VPAs), chatbots and other self-service tools will grow over the next 10 years.”
Shift in Customer Self-Service
Self-service is becoming the norm as customers increasingly expect an effortless experience at scale. Organizations are turning to naturalistic engagement methods, such as voice and other AI-powered technologies, to give customers what they want and achieve higher operational efficiency. In fact, 91% of organizations are planning to deploy AI within the next three years. By 2030, a billion service tickets will be raised automatically by customer-owned bots.
The four scenarios that represent the future of self-service then become:
1. Do it myself
2. Do it together
3. Let my bot do it
4. Let our bots do it
“As customers embrace these DIY mindsets, they will choose providers that allow them to interact easily with these consumer-controlled touchpoints, like smart speakers and VPAs. Enterprise-provided user interfaces will increasingly play second fiddle to customer-controlled experiences,”. “Since customers won’t be able to keep up with the level of self-service required to manage their digital lives, they will delegate to their own bots to manage it for them. The customer self-service of the future is not just about the customers themselves, but both customers and their bots.”