Exploring the Intersection of Customer Experience and Artificial Intelligence: 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 discussion featured perspectives from experts in various industries, including healthtech, edtech, fintech, supply chain management, retail and apparel, recruitment, and more. The panel included industry leaders such as Co-founders, CTOs, Directors of Engineering, and Heads of Product from companies like Work India, Newton School, Propelld, Ace Turtle, Cheq, ZippMat, Scaler, JAR, Supertails, M2P, and ApnaKlub.
The panel was led by Prasanth MLNPP, Vice President of Emerging and Start-up Businesses at Exotel, and hosted by Madanmohan Rao, Research Director at YourStory.
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 offers 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 of Emerging and Start-up Businesses at Exotel, emphasized the importance of working with Gen AI and highlighted it as a technology they are investing in. He shared a bold vision for the contact centers of the future, aiming to move towards an Autonomous contact center where AI-powered bots perform as the best agents.
Leveraging AI: from the potential to the promise
The speakers at the Exotel round table discussed leveraging AI for customer engagement and overall efficiency. They shared examples of using AI for customer spend analytics, fraud detection, brand marketing, content creation, and more. The panel represented a spectrum of AI usage, from those planning to integrate AI into their customer strategies to those actively using the technology for personalized customer journeys.
For instance, Work India is using AI to flag fraudulent job offers, while Supertails plans to leverage AI-powered tools for personalized content recommendations. Nishant Chandra from Newton School shared how Gen AI helped solve individual customer problems, showcasing the potential of AI in enhancing customer experiences.
CX stands for customer and context
Context in customer experience is crucial, as highlighted by Prasanth. He emphasized the importance of context for both agents and bots, as it impacts the customer experience and the efficiency of customer service. Uchil from ZippMat shared his excitement about bringing deeper context into their strategies to enhance service quality, drive repeat sales, and build brand loyalty.
Personalize, personalize, personalize
Personalization plays a vital role in Cx offerings, enabling brands to treat customers as special individuals. AI enables personalization at scale, providing consistent personalized services to thousands of customers. Personalization is key in sectors like fintech, edtech, and recruitment, allowing 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. Speakers from the finance sector discussed the challenges of sharing sensitive information, meeting regulatory guidelines, and building trust with customers. Sriram KS from M2P emphasized the importance of building trust and privacy to ensure customer confidence in software solutions.
The roundtable covered a range of topics, including AI-powered self-service solutions, sentiment analysis, AI-driven 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. The insights shared at the Exotel round table highlight the potential of AI in enhancing customer satisfaction and driving business growth. Brands that embrace AI-powered solutions are well-positioned to deliver exceptional customer experiences and stay ahead in today’s competitive market.
