AI is also having tremendous influence on Customer Care. While AI service technology can not replace the benefits of human customer care, it will greatly enhance an agent’s ability to service customers. By using historical customer information and fact data from sources such as frequently asked questions, enhanced data bases can be developed serving real-time and more precise solutions. The end result is that AI can instantly and efficiently query an information database and provide agents with instantaneous support that benefits the customer.

Another rapidly emerging Artificial Intelligence-related technology is Virtual Reality. Projections indicate that 50 million households will have virtual reality capabilities in their living rooms by the end of next year. How can Virtual Reality change Customer Experience? Currently, customer care is supported through the phone, chat and email channels. In most instances, contact center agents have difficulty when troubleshooting customer issues through a voice-only interaction. Using Virtual Reality, customer-agent interactions allow the customer to see and do precisely what the agent is resolving. From an online shopping perspective, Virtual Reality will enable customers to experience enhanced three dimensional product demonstrations and hyper-relevant and personalized recommendations in real-time. As more consumers adopt Virtual Reality and integrate it into their day-to-day lives, this new frontier in Artificial Intelligence will serve as a tremendous opportunity for businesses to strengthen customer brand engagement and further enhance their overall Customer Experience.

Ready or not, Artificial Intelligence is everywhere and is already making a huge difference in our lives each and every day. It is important that companies understand how incorporating AI within their business strategies can deliver an improved Customer Experience and meet the ever-evolving expectations of consumers. The future is now.