Extend capabilities of your workforce
Companies that successfully use advanced intelligent technologies to enhance human capabilities, do so with a human-centric, machine-first strategy focusing on transformation of business processes that impact the customer experience—marketing, sales, and post-sales customer services.
Take marketing. Leading firms have personalized offers to customers based on who they are, where they are, and what they like, based on past purchasing patterns.
In sales, AI-enabled systems can present the customer with products that would not be obvious to a retailer’s merchandizers. For example, Walmart is using AI to tailor its stock based on store location and its analysis of local area consumers’ shopping histories.
Royal Caribbean International rolled out its Ocean Medallion wearable devices that allow guests to unlock cabin doors, and pay for drinks and food, giving Royal Caribbean’s employees more time to respond personally to customer needs and desires.
In the customer service area, AI and machine learning systems can quickly route the highest-value customers to the most knowledgeable, capable people to resolve customer issues while providing enhanced insight to customer-service agents, shortening the time it takes to resolve problems.
The examples cut across industries. Swedish Bank SEB uses a virtual assistant to manage natural language conversations. In the 30% of cases where virtual assistant is unable to address an issue, it automatically turns the call over to a less-burdened, less time-constrained human call center representative.
New, intelligent technologies can be more useful enhancing, not replacing, the human face the enterprise turns towards its customers.