How To Transform Customer Service With AI

“Not everything that counts can be counted, and not everything that can be counted counts,”- sociologist William Bruce Cameron

That quote, often misattributed to Albert Einstein, sums up much of the current rush to implement AI solutions. Without analyzing the information that really matters, you’re missing out on critical business insights. Industries as varied as retail and communications to capital equipment, are exploring AI as part of larger digital and customer-centric transformations meant to address customer demand and drive more efficient operations in customer service teams and beyond.

Current implementations, however, are falling short of this smart, data-driven vision. The problem: right now companies are leveraging AI for ad hoc solutions, often to automate processes typically done (pretty well) by humans—think chatbots instead of customer service reps—leading to frustrating interactions.

AI can cut costs, but many of today’s solutions are falling short of its potential —mainly by shaving a few man-hours. As we head towards a future where man and machine work side but side, here’s how to leverage technology that at its foundation, can educate and empower—not replace—the workforce, and deliver better customer interactions.

Here’s what to look for right now when considering an AI implementation to boost customer service performance.