Exploring the Impact of AI on Customer Experience: Insights from Exotel’s Round Table
Customer experience (Cx) and artificial intelligence (AI) are a match made in heaven. Today, engaging and incredible customer experiences are built on the pillars of personalization, quick resolutions, and 24/7 availability. For brands, providing customers with these experiences involves cost-efficient, omnichannel, automated, secure, insightful, and analytical solutions.
AI does it all – it enables brands and customers to provide and experience exceptional customer experiences. So, how are brands incorporating this transformative technology into their Cx strategies?
Exotel, a leading provider of AI-powered Cx solutions to over 7,000 clients in more than 60 countries, recently hosted a round table on ‘Enhancing customer satisfaction through AI-powered solutions, from engagement to experience’. The event focused on how AI is disrupting the landscape of Cx and its impact on different industries.
The panel featured perspectives from experts in various industries, including healthtech, edtech, fintech, supply chain management, retail and apparel, recruitment, and more. The discussion was led by industry leaders such as Moiz Arsiwala, Nishant Chandra, Satendra Singh, Amit Kriplani, Vaibhav Magon, Vishal Uchil, Sai Movva, Kaushal Singh, Saraansh Rai, Sriram KS, and Shreyans Mehta.
Exotel’s vision for Gen AI-powered customer experiences
Exotel launched a suite of AI-powered solutions in 2024 for businesses looking to transform their customer communication. The platform provides clients with a range of products and tailor-made solutions, such as voicebots, chatbots, conversational intelligence, insights, and more. The company has a strong Gen AI foundation to deliver these forward-looking solutions now.
Prasanth MLNPP, Vice President – Emerging and Start-up Businesses at Exotel, emphasized the importance of working with Gen AI and shared a bold vision for the contact centers of the future. He envisions moving towards an Autonomous contact center where AI-powered bots perform as the best agents, bridging the gap between agents and Gen AI-powered voice bots.
Leveraging AI: from the potential to the promise
The speakers at the Exotel round table discussed leveraging AI for customer engagement and overall efficiency. From customer spend analytics to fraud detection, AI is being used in various ways to enhance customer experiences. Companies are at different stages of AI adoption, with some just starting their journey and others actively using the technology to create personalized customer journeys.
CX stands for customer and context
Context is crucial in customer experience, and AI plays a significant role in providing personalized and efficient services. Speakers highlighted the importance of context in customer interactions and how AI can help improve the overall customer experience by understanding previous interactions and providing consistent services.
Personalize, personalize, personalize
Personalization is key in Cx offerings, and AI enables brands to offer personalized services at scale. Speakers emphasized the importance of treating customers as individuals and providing personalized services consistently across all interactions. Personalization plays a vital role in various sectors, including fintech, edtech, and recruitment, enabling companies to offer customized products and services based on individual needs.
Privacy and fraud
AI also plays a crucial role in safeguarding sensitive information and identifying fraud in customer interactions. Speakers discussed the challenges of sharing sensitive information, meeting regulatory guidelines, and building trust with customers by ensuring data privacy and security.
The roundtable covered a range of topics, including AI-powered self-service solutions, sentiment analysis, SMS categorization, and plans for augmenting human-centric customer services with AI. Exotel concluded the event by showcasing its product roadmap and vision for transforming customer experience and engagement.
In conclusion, AI is revolutionizing customer experience by enabling brands to provide personalized, efficient, and secure services to customers. By incorporating AI into their Cx strategies, brands can create exceptional customer experiences that drive loyalty and satisfaction.
