Until recent decades, Artificial Intelligence (AI) was regarded as some kind of utopic, unrealistic tale that only science fiction writers dared to dream upon. However, AI is as much part of our daily routine as any other technology. From intelligent cars, smart houses to even voice assistants on our mobile devices, AI is increasingly becoming a dominating force.

In 2017, we saw a steady growth in AI at a global level and every day more and more organizations implement machine learning technology to innovate and improve customer service and other business functionalities. We already see this happening at a high level with Salesforce’s Service Cloud, which is automating processes so that the customer experience feels more engaging and human-like.

Since Artificial Intelligence is in such high demand, we figured we’d divvy up three ways it comes to advantage in providing a better customer experience:

  1. Anywhere/Anytime Access: Chatbots are in popular demand across industries, especially in e-commerce where companies are looking to provide customers with service around the clock. Chatbots have evolved in a way that they are now capable of responding rapidly and in a personalized way to customers from any device at any time. Ultimately, this enhances user experience and decreases the traffic to your call centers which provides a better, faster and more complete service.  
  2. Machine Support: By experiencing repetitive issues and resolving these issues, machine learning has the capability to enable user support agents to be prepared for all kinds of issues that chatbots sometimes fail to address. Any call center with artificial Intelligence machine learning capabilities is able to provide accurate solutions to specific problems. Artificial Intelligence’s learning potential to sense human behavior can contribute to a better and faster support experience.
  3. Predictions and Insights: Tech giants like Google, Apple, Netflix & Hulu all have AI capabilities that predict and recommend user preferences. Similarly, in other industries, machine learning can enhance business functionalities by forecasting future issues and providing alternative solutions beforehand. This is the essence of the machine learning algorithm! Such insights can translate into future actions to be taken by customers based on their choices, interests and shared content.

We here at Oktana share passion for both innovation and improved customer experience and this is why we’re avid supporters of artificial intelligence technology. We’ve even developed a chatbot feature for our enterprise collaboration product, Tok, which is available on the AppExchange. We definitely encourage other organizations to embrace this innovative technology to produce top-notch business functionalities.

 

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