Gartner predicts that by 2020, 85% of customers will be managed without a human
The latest in technological innovation, artificial Intelligence and cloud computing are pairing up to create a customer experience powerhouse.
As cloud software allows information to be shared in real time around the world this, partnered with the efficient personalised solution of artificial intelligence, may transform customer experience altogether. Indeed, many companies have already jumped on board as they start to develop the software to lead the charge. One such business is Salesforce, whose Einstein Platform uses AI to sort through their customer data, allowing them to take different points of a customers communication or journey and connect them together to a single unified customer view.
With more and more digital platforms being introduced the customers journey is becoming increasingly complex, making the ability to have an omni-channel experience paramount to a businesses success. This is because, without being able to see and understand the customers’ entire journey, businesses will remain unable to provide a personalised experience, leaving them unable to gain a cutting competitive edge in the market.
By choosing to harness the power of artificial intelligence and cloud computing, Salesforce are making a clever move because it will enable them to provide more power to their clients who will, in turn, see the business pay of for themselves as they increase their ability to offer personalised experiences to both current and potential customers. I have no doubt that these increased capabilities, offered by Salesforce, will boost their client base and increase their client satisfaction.
However, I’d love to hear how you think their use of this technology to increase the customer experience will work?
