What Robots Can and Can’t Do for Your CX

Hello Dave.

The ominous words of HAL, the supercomputer from 2001: A Space Odyssey, echo across space, harking back to one of the most disastrous customer experiences when using AI of all time.

Luckily, automation technology in CX has come a long way since the imaginings of the 1960s. Today, companies are adopting AI for their CX solutions at an ever-increasing rate — eight out of 10 will implement AI for their CX by 2020.

Many herald robots — AI, Robotic Process Automation (RPA), and machine learning — -as the fourth industrial revolution following close on the heels of the revolution in computerization.

The RPA industry will be worth billions in the next five years; the AI industry trillions. But even as 90% of companies invest in AI, few succeed.

Still, robots offer a wealth of solutions for CX.

So how do you avoid the pitfalls of modern-day automation and come out with your helmet attached to your oxygen? Read on and see what robots can and can’t do for your CX.

What Robots Can Do

1. Target the Market

Gone are the days of mail-in surveys. AI tools can analyze massive amounts of data to see what marketing campaigns have been successful to what…