Mon, Feb 6, 2023
Is AI the Future of CX?

Artificial intelligence (AI) has been a hot topic in the world of customer experience (CX) for some time now. Many people believe that it is the future of CX, and that it has the potential to revolutionize the way businesses interact with their customers.

As Tom Ngo, Founder/CEO of Lumin.ai and a longtime expert in the field of AI and CX, pointed out during our recent conversation, “AI is a complex and multifaceted field. Not all AI is machine learning (ML), and not all machine learning is neural networks (NN). In addition, AI applications run the gamut from replacing people to enhancing and augmenting human capabilities. The latter, which some people call ‘augmented intelligence’, are especially promising for those who value social responsibility.”

Despite this complexity, there is no denying the huge progress that has been made in the field of AI in recent years. For example, ChatGPT, a natural language processing system developed by OpenAI, has been a game-changer in the world of CX. Other tech giants, such as Google, have also developed similar technologies. The advancements in AI have been driven by the rise of hyperscalar cloud computing, which has made it possible to process vast amounts of data in real-time. This has opened up a whole new world of possibilities for businesses looking to use AI to improve their customer experiences.

Respectful Conversations

Another area of strategic importance for chat-based consumer experiences is respectful communication. As Tom pointed out, “That means more than being polite and empathetic. It’s about designing experiences that are sensitive to the full human context, such as a buyer’s need to consult a spouse or check finances. Companies can achieve a win-win by exercising that respect and increasing their revenue potential because of it.”

But it’s not just chat that can benefit from AI. As Kevin Nethercott, Managing Partner of the CPaaS Acceleration Alliance, explained, “The same principles can be applied to voice interactions, as well as video. By analyzing the tone and sentiment of a customer’s voice, or by analyzing their facial expressions and body language, it’s possible to build up a much more accurate picture of how they are feeling and what they need. This can help businesses to build trust and empathy with their customers, which is crucial for building long-term relationships.”

Easy-to-use low-code/no-code solutions

Bringing AI to the customer experience can be challenging, especially for small and medium-sized enterprises (SMEs), which make up around 90% of businesses. This is where the CPaaS Acceleration Alliance (CPaaSAA) can help. As Kevin explained, “For a long time, CPaaS was mostly about messaging on different channels and two-factor authentication (2FA). However, to make it really useful, we need to add intelligent systems to these channels. By bringing together CSPs and solution providers with low-code or no-code solutions that are easy to use, the CPaaSAA can help CSPs to quickly and easily implement AI-powered CX solutions for SMEs and bring them to a larger market.”

In conclusion, it’s clear that AI is the future of CX. As Tom said, “When AI is done well, it improves the experience for both the customer and the professional whose skills it is augmenting. Companies like Lumin.ai are already demonstrating the potential of these strategies, and I’m confident that we will see even more progress in the coming years.”

To hear more about our conversation with Tom and Kevin, be sure to watch the video below for the full story.

About the author

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Over the past 30 years Rob (co-)founded various tech companies, including one of the leading Dutch hosted voice providers (before hosted voice became the new normal). Today, he works with telcos/CSPs and some of the world’s leading technology providers on innovation and growth, especially in the rapidly changing world of cloud communications and CPaaS. Rob has this crazy belief that the strengths of corporates and innovators should be combined in new ecosystems to create optimal customer experience, new business models and solutions for some of today’s big problems.

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