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The future of Customer Experience is here

In a recent study, it has been predicted that Call Center AI market will grow from USD 1.6 billion in 2022 to USD 4.1 billion by 2027, at a Compound Annual Growth Rate (CAGR) of 21.3% during the forecast period.

The major factors driving the growth of the Call Center AI Market are the rising development in customer engagement through social media platforms and the advent of AI and Ml technologies by organizations to offer enhanced customer support services. In short, AI-powered customer care is shaping the future of customer experience.

By using artificial intelligence (AI) and machine learning (ML) along with analytics, brands are in a much better position to elevate customer service experiences at every touchpoint and create positive emotional connections.

AI improves the customer service journey in several ways, including tracking conversations in real-time, providing feedback to service agents and using intelligence to monitor language, speech patterns and psychographic profiles to predict future customer needs. In short, AI resolves customer care issues at scale.

AI can also drastically enhance the effectiveness of customer relationship management (CRM) and customer data platforms (CDP).

CRM platforms have integrated AI into their software to provide real-time decision-making, predictive analysis and conversational assistants, all of which help brands more fully understand and engage their customers.

CDPs, have also integrated AI into more traditional capabilities to unify customer data and provide real-time functionality and decision-making. This technology enables brands to gain a deeper understanding of what their customers want, how they feel and what they are most likely to do next.

Artificial intelligence and machine learning are now used for gathering and analyzing social, historical and behavioural data, which allows brands to gain a much more complete understanding of their customers.

Because AI continuously learns and improves from the data it analyzes, it can anticipate customer behaviour. As such, AI- and ML-driven chatbots can provide customers with a more personalized, informed conversation that can easily answer their questions — and if not, immediately route them to a live customer service agent.

AI-Enabled High Performing agent –
Virtual agents can resolve service queries quickly and are available 24X7. This enables human agents to focus more on complex or valuable customer interactions.

Today’s customer service agents no longer have to spend as much time on simpler, transactional interactions, as AI and self-service options have reduced the volume of such tasks. This frees up the agent’s time to focus on and excel at higher-value, complex behaviours that meaningfully impact CX, revenue and profitability. Brands are harnessing AI and ML to up-level agent skills, which include empathy and active listening. This helps in driving the behavioural changes needed to improve CX performance at speed and scale.

Source – CMSwire & MarketsandMarkets