Top-shelf customer service can pay off in ways both measurable and nuanced. We explore how tapping into the right customer-service platform can do the work of legions and best-in-class AI use-cases for easing customer pain points. https://bit.ly/3Ri5W7T
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Excellent report with insights from yours truly! I appreciate BAI reaching out for thoughts on a topic I am very passionate about. Here is a link to the report. https://lnkd.in/g86z4Ryu
Top-shelf customer service can pay off in ways both measurable and nuanced. We explore how tapping into the right customer-service platform can do the work of legions and best-in-class AI use-cases for easing customer pain points. https://bit.ly/3Ri5W7T
Elevating customer service across the enterprise
info.bai.org
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Top-shelf customer service can pay off in ways both measurable and nuanced. We explore how tapping into the right customer-service platform can do the work of legions and best-in-class AI use-cases for easing customer pain points. https://bit.ly/3Ri5W7T
Elevating customer service across the enterprise
info.bai.org
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Ironically or not, GenAI makes CX more natural https://lnkd.in/dGxbjjaX
How generative AI can put a ‘human’ touch back into customer service
fastcompany.com
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Make It Personal Orienting AI around customer love requires a fundamental rethink of objective functions. Most existing algorithms optimize around ROI for a particular moment rather than around an entire experience. AI-enabled customer engagement holds the promise of a company learning more from each interaction and finding more ways to create value for customers. That’s a good sign because customers increasingly expect more personalized, relevant experiences and are open to sharing their data in return. Bain & Company’s latest survey of almost 30,000 banking customers in 11 countries found that the respondents who agreed that their bank personalizes the experience are more likely to reward it with a higher NPS. There’s a 123-point difference in NPS between respondents who strongly agree that their bank interacts based on knowing who they are and those who strongly disagree. One way AI refines personalization is through digital assistants for customers, as shown by emerging efforts in banking and payments. Royal Bank of Canada uses an AI-enabled assistant called NOMI to personalize digital money management for customers. Features include timely tips pushed to clients, personalized budgets, and savings recommendations based on spending behavior and cash flow. In the year following its launch, the results were promising, with 50% more digital interactions for NOMI customers relative to the entire customer base, 93% more time spent on financial accounts, and 2% attrition of NOMI customers vs. 8% for their peers. Generative AI digital assistants are also helping employees to strengthen their customer connections, reinforcing the places where a human touch may be a source of differentiation. Morgan Stanley Wealth Management, for instance, is rolling out an AI assistant to help its thousands of financial advisers better support their clients in a personalized way. The assistant combines search and content creation so that financial advisers can quickly find and tailor the right information for each client at any moment. Large language models will enable a new era of personalization. Machine learning techniques already turn each customer’s pattern of digital interactions into a unique behavioral “fingerprint,” and recent AI advances will now enable these fingerprints to include speech and text interactions.
Using AI to Build Stronger Connections with Customers
hbr.org
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Is containment the only metric you're considering with AI? While helpful, the overall quality of customer experience should be your priority when choosing an AI vendor. Containment can only go so far. See how Posh is measuring success with Helpful Banking Moments and transforming customer success. https://hubs.ly/Q025DC-N0 #Containment #AIMetrics #ArtificialIntelligence #CustomerExperience #Success
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#GenAI 🤝 customer service. DEEP AI’s GenAI accelerators help reimagine customer service operations by reinventing and reshaping people, processes, and technology. Discover more in WIRED: https://bit.ly/44YsjFn #DEEPAIbyBCGX #GenAI #GenerativeAI #banking
Reimagining the Customer Service Experience With Gen AI
bcg.smh.re
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While implementing AI to increase efficiency in our business, are we at risk at ALIENATING our customers? It's not a question whether we should use AI or not. But it is a question: WHERE. Most companies use the most available tools not realizing that they are risking their most important asset: the relationship with their customers. I had an incredible honor to explore this concept in depth in my keynote speech at InOrbit2024. Here is a full talk: https://lnkd.in/dVsg_ik3 I hope it will give you ideas on how to best use AI.
Will AI Kill Customer Loyalty (InOrbit 2024)
https://www.youtube.com/
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Financial services organisations are moving forward with #GenAI to enhance efficiency, customer experience, services and more. But finding the right approach can be challenging. https://lnkd.in/ee69FH_A
How financial services can strike a balance with GenAI
pwc.com
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Fact: #AI is without a doubt, one of the best solutions to tackle challenges in Customer Care. Take the financial sector as an example, where banks can lean on gen-AI to improve the service their agents provide to customers: personalized customer insights, enhanced conversational quality and new cross-selling opportunities. By pulling customer data and accessing knowledge bases in real time, AI can update an agent immediately during conversations or message exchanges. It can even help agents with responses using a customer’s "tone of voice", or suggesting different approaches, such as when denying a customer a product or service but encouraging loyalty with an alternative. Also, it can retrieve crucial insights from contact center calls to reveal what kinds of problems customers are facing and what products they want. Another Fact: Deepdesk is absolutely "killing it" in this space! #GenAI #CustomerExperience #CustomerCare #ContactCentres
How banks can improve customer care now with generative AI
https://www.globalbankingandfinance.com
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To my partner community out there. There are plenty more Capitec Banks out there who would love to embark on this journey. Connect me for a discussion. #cx #conversationalai #customerexperiences #genai
Helping companies create curiously human digital experiences, while delivering real outcomes for businesses.
The future of banking is here. LivePerson customer Capitec turned customer data into action and revolutionized their customer experience -- resulting in happier customer service teams and a healthier bottom line. Learn how they did it, and how you can use conversational AI to make banking better. Sign up for the December 12th webinar here: https://lnkd.in/esQPcZ-g #liveperson #customerexperience #conversationalai #cx #ai #conversationalcommerce #chatbots #GenAI #llms
How Conversational AI Made Banking Better for Capitec | LivePerson
liveperson.com
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