The Role of Artificial Intelligence in Enhancing Customer Experience

For over two decades, Ian Schmehl worked for AT&T. He held various positions with the telecommunications giant, such as assistant vice president for customer contract transformation and vice president for sales and digital operations. In 2021 Ian Schmehl joined State Farm as the operations vice president of enterprise operations. He is in charge of leading customer service operations.

With customers’ expectations rising every day, companies and businesses are looking for ways to enhance customer interactions with the company. One way that is becoming increasingly popular is the use of artificial intelligence (AI). There are a number of ways that AI can be used to improve customer service.

1. Optimization of the contact center

Artificial intelligence can streamline the contact center experience by collecting and capturing data, ensuring expedited call times, and providing context for customer interactions. AI also uses the captured data to route calls to appropriate agents by creating profiles that can be used for future reference to resolve issues.

2. In-depth analysis

AI is also used in customer service to provide in-depth analysis based on individual calls. Each of these calls is measured and compared against the agent’s performance. This makes it easier for quality control executives and managers to have a clear picture of where the agent is performing well or has room for improvement.

3. Discovery of unknown data

Another role of AI in customer service is its ability to discover unknown data and analytics in a business. By combing through huge amounts of call data, AI can find valuable information that can be used to enhance interactions with customers. For example, by identifying various patterns, new tactics and policies can be developed and implemented across the entire organization.

Originally published at http://ianschmehl.wordpress.com on August 24, 2022.