By Mads Fosselius CEO and cofounder of Dixa, the all-in-one, conversational customer service platform. Read Mads Fosselius' full executive profile here.
AI is taking the CX industry by storm, but many customers aren't ready to trust it yet; a KPMG study found thatare worried about the potential risks. Customers are especially concerned about cybersecurity breaches along with loss of privacy, harmful uses of AI and AI serving inaccurate information.
You can make announcements via email or on social. Add content to email signatures, web pages and chatbots to let your customers know when they're interacting with AI. I also suggest being open about AI's limitations and what you're doing to mitigate them. Customers will appreciate your honesty and willingness to grow in public.
I also recommend auditing your AI data collection policy regularly. Check that you're staying compliant with regulations, and look out for any potential issues. Tell your customers what you're doing to keep their data safe. Be transparent and give them control by telling them how to opt out of data collection.AI plus a strong knowledge base is a powerful combination, allowing your AI to quickly find and return information.
AI isn't an enemy but a helpful assistant for agents. By finding, collecting and analyzing information quickly, AI can save agents time. A chatbot can answer repetitive questions, freeing up agents to deal with more complex issues. AI can also serve up canned responses that agents can edit rather than having to look up all of the information from scratch each time.that customers will choose a human over an algorithm 75% of the time.
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