The Urgency of Machine Learning in The Customer Experience

Feb 26, 2020 9:30:00 AM

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Machine learning is transforming the agent and the customer experience.

The rise of artificial intelligence and bots have been discussed for years. And guess what? Bots no longer suck, customers demand amazing self-service options, and machine learning is really what’s behind those next-level omnichannel contact center solutions. It’s important to understand your customers, what they want from you, what your current environment looks like, the limitations of your technology, your employees, and their skill sets. That’s a lot, we know.

But the truth is, you’re no longer coming face-to-face with your most obvious competitors. You’re suddenly battling every other experience your customers are having. Are you doing what’s necessary to ensure the CX you’re providing is the best

Customers don’t care about your technology! They just want help when they need it, how and where they want it. This is where machine learning and self-service comes into play. We laid out the do’s and the don’t’s, detailing ways you can better engage with your customers, provide top-notch customer service, and create a memorable experience. With 81% of customers across all industries attempting to resolve matters themselves before reaching out to a live agent, you really can’t afford to wait any longer on providing exceptional self-service.

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Kendal Rodgers

Written by Kendal Rodgers

Kendal is the Marketing Manager at Edify and has been writing and curating content most of her professional career. She’s passionate about working with start-ups and sharing life experiences through storytelling. Kendal earned her B.S. in Marketing and International Studies from the IU Kelley School of Business.