The last decade has borne witness to a ‘digital transformation’ that has fundamentally altered the ways in which businesses conduct themselves. Faced with a growing multitude of options as well as never-before-seen levels of accessibility driven by the presence of mobile devices and applications, consumers have taken the upper hand in terms of directing the initiatives of enterprises. Since customers are always on the look out for more streamlined and efficient services, companies have to be much more careful and resourceful when it comes to handling their client base. With so much innovation occurring on such a frequent basis, the real question on many business owners’ minds is: what happens next? Today, Algo Communication Products would like to provide our readers with a glimpse of the next stage of the customer experience: one driven by artificial intelligence and machine learning.
The idea of robots and artificial intelligence dealing with people in a consumer savvy world is not a new one by any means. In fact, entrepreneurs have been trying to find a connection between science and business practices like this for many decades, albeit with mixed results. It is only recently that new updates to technology have allowed ideas formerly held in the realms of fiction and debate to actually spring to life in practical ways.
One of the most groundbreaking and exciting technologies that is currently re-shaping our understanding of the customer experience revolves around machine learning. Using carefully structured analytics and a host of secure databases, various programs are able to record and assess the interactions that clients have with the business itself. Thanks to the growing popularity of instant text-based messaging as a communication tool between consumers and companies, these programs are able to assess and interpret conversations and actually ‘learn’ to respond to queries in intuitive and intelligent ways. These devices are able to provide consumers with quick, efficient service while also removing the need for live, 9 to 5 employees, therefore reducing overall expenditures.
When the aforementioned artificial intelligence bots are combined with a broad range of interactive mediums including voice, video, text, and chat, it is hard to deny that we aren’t on the edge of a customer service revolution. Although consumers have certainly become savvier, and possibly even fickle when it comes to brand loyalty, businesses have been making leaps and bounds towards counteracting this with state-of-the-art technology enabled services. Upon being surveyed, almost all enterprises indicated that improving the customer experience was one of their largest goals, and it is something that is likely to only become more imperative as the need to provide great value only increases.
Customer service is certainly not the only sector where machine technology is pushing boundaries. For example, airports are starting to implement video-enabled communication devices within defibrillator stations, therefore improving emergency response time. Even the realm of professional athletes is experiencing some fundamental changes as a result of new tech- wearable, intelligent wristbands enable coaches and physicians a glimpse of potential injuries prior to them even occurring. With so much innovation out there, we here at Algo Communication Products can not only say that we are intrigued about what the future has to offer, we are excited. To learn more about how we can help your business’ internal and external communications systems align with current trends, don’t hesitate to give us a call.