Human and AI partnerships are integral to the future of customer experience

The age-old debate over technology versus human capabilities remains inconclusive. But in the age of artificial intelligence (AI), analytics, and the cloud, we see more and more opportunities to think about how humans and machines can come together as a team, rather than to act against each other. Whether diagnosing diseases, providing an effortless customer experience, understanding human preferences, or providing new customer insights, the partnership between humans and AI is evolving and becoming more synchronized. than ever. It makes our lives simpler and more convenient.

Gartner predicts that contextual analytics and AI models will replace 60% of existing models based on traditional data by 2025. We will see new types of data – including unstructured data, such as audio, video and images – be leveraged to give organizations a competitive edge, get more value, and develop new use cases to set the stage for a new customer-centric era.

It offers a glimpse into a future of close partnerships between humans and AI, where we think, collaborate and create augmented by technology and business intelligence. This type of partnership is important when the goal is to give customers personalized and relevant information that can help them make informed decisions to buy products, subscribe to services or use various offers, which in turn builds their trust and loyalty in a company. .

A concrete example of this can be found in an intelligent virtual agent or chatbot used by organizations to provide personalized service and advice to people. Chatbots use AI and scripted rules to ask questions, identify the challenge, and resolve customer queries.

Chatbots appear to be a surefire solution to creating and delivering a good customer experience with less human resources, but a recent study by Avaya with Ipsos indicates that, based on their last interaction with a virtual agent, only 1 in 3 customers would recommend this company to others. In fact, only 50% of them had their problem or concern resolved. This lack of success is due in part to the historical complexity of developing and delivering effective virtual agent solutions.

Traditionally, deploying a virtual chatbot could take months, after which consumer preferences, business processes, or even basic company information might have changed. Relying solely on a chatbot is a failure to leverage the potential of human-AI partnership.

Avaya Virtual Agent removes this complexity, allowing organizations to quickly deploy Avaya-designed, pre-built, cloud-based self-service agents instead of building them from scratch. It’s built on the Avaya Experience Platform™, which reinvents composability in communications, giving customers the ability to create their own workflows or subscribe to predefined experiences. It also allows businesses to participate in the experience economy by elevating their customer interactions beyond mere efficiency, also making them more engaging to capture more time and attention for customers. The Avaya Experience Builders™ community can help organizations get started or meet more advanced deployment requirements.

The ready-to-deploy virtual agent is designed to deliver all the benefits of AI-powered virtual communication experiences by leveraging the human-AI partnership. The solution reduces call volumes to live agents, thereby decreasing average call wait times. It also increases agent productivity by providing important context for humans who may need to solve more complex customer issues. More importantly, however, it delivers true speed to value, allowing companies to inject high-value capabilities into the customer experience in days. This means you can scale your AI efforts while leveraging an existing CX framework, establishing a true partnership between man and machine.

This partnership is a win-win situation for the company, the contact center agents and the customer. The company can quickly compose the types of interactions its customers expect; the call center agent has access to a single, easy-to-use dashboard that eliminates the need for training and helps to spend more time meeting customer expectations; and customers appreciate the increased level of responsiveness.

This advanced capability also eliminates misconceptions that technology trumps tasks. This perception stems from companies’ inability to have an open discussion with employees about adopting AI across all business functions. Using technology for a purpose is known to help employees focus more on business innovation and value-added tasks, rather than spending time on mundane tasks. It is a company’s responsibility to demonstrate and educate their employees on how technology can augment and support their work to achieve satisfaction.

In today’s experience economy, human capabilities may be lacking, largely due to the overriding importance of big data analytics. But relying entirely on machines is not the right approach – organizations need the automated and fast computing power of AI. But they also need the human ingenuity to solve complex problems. The focus should therefore be on adopting AI technologies that improve the skills of your employees.