Artificial intelligence (AI) solutions promise to do a lot of things, including boosting customers' experiences and driving down costs. Choosing a solution wisely, however, is critical to avoid creating data silos that fail to build a complete picture of the overall customer experience.
A new study from Forrester found that one of the key challenges facing enterprise customer experience (CX) programs as they navigate the complicated landscape of AI and automation tools and services that all claim to do the same thing – a.k.a. cut costs and increase revenue – is avoidance of creating “islands of automation.” Many organizations have turned to disparate CX point solutions, but ultimately end up putting up barriers between data, lessening the impact of these solutions as a whole and risking organizations’ long-term profitability.
As part of the commissioned study conducted by Forrester Consulting on behalf of conversational AI solutions provider Uniphore (i.e. comprised of more than 300 strategy decision-makers in organizations across North America and Europe), findings show organizations that take an integrated approach to CX and target the entire customer journey from chatbot to agent-assist help drive revenue and deliver more frictionless interactions. This results in happier agents and customers.
“You’d be surprised how many CX executives believe they’re on the cutting edge with CX technology and innovation, while in the next breath say that they are unlikely to be satisfied with their own organization’s CX as a consumer. In fact, only one-fourth of respondents said they would be extremely satisfied with their company’s CX,” said Annie Weckesser, Chief Marketing Officer at Uniphore.
“So how do we bridge the gap? Enterprise organizations need Conversation Intelligence Platforms that unify all of the different CX point solutions. This is where Uniphore comes in. Uniphore enables organizations to take an integrated approach that brings the full value of AI and automation to the enterprise without sacrificing costs or CX quality.”
Edited by
Alex Passett
