Let the cat out of the bag. If you aren’t paying attention to Artificial Intelligence (AI) you may get left behind. Of course, many of us are adopting it and using it with micro changes that are so subtle we barely notice. How will AI change your service?
Customer service and the customer experience are easy targets for AI intervention. Computers are increasingly storing more and more information about human interactions, behaviors, and patterns.
While privacy has been a concern, it is all happening very fast, and sometimes without your knowledge. These are important aspects, but this likely won’t stop the process.
Simulated voice technology is rapidly expanding. Computers are calling people, and people find it hard to recognize the difference between a human, and the computer. There is face recognition in pictures stored on your phone, the social media channels have data about you, and some suggest big brother is watching.
How can all of this benefit us? It is simple really.
Can You Imagine
Imagine you wake up in the morning, check your calendar on your phone, send a text to person you are meeting with that day that you’ll arrive by 9:00 AM. Later you go to your car, your car won’t start and your car battery starts to lose power and eventually dies. Now you won’t make your 9:00 AM.
AI knows all of this. It knows your calendar, who you are meeting, and that you confirmed the appointment. It knows you tried to start your car several times. Your car reported a check engine situation and right before the battery died it sent an electronic signal indicating what was happening.
Will AI Change Your Service
Now you need a ride, you need to notify the person you are meeting with, and you need to know how long until you can actually arrive. Guess what, AI can manage all of this. It knows your location, how long until Uber can be there, the location you are going to, traffic patterns, and more.
No need for you to panic, make calls, calculate times, and adjust schedules. AI can do it all. In fact, it can not only do it faster, it can do it better because it has more data on current situations that may affect your journey.
The future of the best customer experience exists in AI. It has already started.
Therefore, the best question may not be, “How will AI change your service?” The best question may be, “How fast can you jump on board?”
Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a five-time author and some of his work includes, #CustServ The Customer Service Culture, and Forgotten Respect, Navigating A Multigenerational Workforce. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.