Derek LaFever Explains 4 Ways Artificial Intelligence is Transforming Customer Service
As we enter the second decade of the 21st century, the integration of artificial intelligence (AI) into various industries, has cultivated a technological breakthrough in customer service. While AI-enabled technology is increasingly replacing human support, it is also being utilized to enhance customer experience. Derek LaFever, the Senior Director of Information Technology & Strategic Planning at FOX Architects, provides a brief overview of why companies are strategically implementing processes in favor of artificial intelligence.
- Availability
Today it is more important than ever for companies to provide a personalized experience that is catered to the specific needs of an individual. AI is more than capable of fulfilling this expectation, and it has the capability of fostering a positive interaction with customers 24 hours a day/ seven days a week. AI can automatically escalate and classify information to ensure users obtain the answers they are looking for in record time.
2. Personalization
According to recent statistics, by 2020 customer experience will become more important than both price and product. As a result, various industries have implemented chat-based services, as a fast response time further enhances customer satisfaction. Derek LaFever, states that instant messaging interfaces, such as Chatbots can initiate and sustain an intelligent conversation. AI can accept the direct input of users, both directly and indirectly, to pinpoint exactly what it is customers need.
3. Increased Knowledgeability
The more mundane and repetitive tasks that human workers can sometimes struggle to perform throughout sustained periods are perfectly suited to AIs. With extensive databases of information readily available at their disposal, they can proactively anticipate the needs of customers. Likewise, AI technology is often used for basic customer inquiries, which ultimately frees up human customer service representatives to tackle the more difficult issues.
4. Enhanced Efficiency
The nature of AI customer service representatives is to provide a level of service that is near-constant, circumventing the need for employers to hire extra staff in order to maintain sufficient coverage.
Additionally, the services rendered are virtually error-free, free of the mistakes that even the best human workers make from time to time; this provides reassurance to both employers and customers, knowing that the best possible work is always being done.
Likewise, because AIs are powered by state-of-the-art computers, they are able to display a level of efficiency that goes well beyond what human workers can do. Whether it is solving a particular problem faster, or being able to truly multi-task and serve multiple customers simultaneously, artificial intelligence is able to set the bar higher than what was previously thought possible.
IT expert, Derek LaFever, claims that artificial intelligence is now fundamental to customer experience, and has set a new standard for providing quality support. He looks forward to seeing how technology can further evolve the customer service landscape.
With over 20 years of experience as a hands-on corporate IT leader, Derek LaFever has highly effective management skills, providing oversight in the form of cutting-edge business strategies.
