Temkin Group just published a new report, Making AI Customer-Centric. Here’s the executive summary:
The use of Artificial Intelligence (AI) – often in the form of chatbots and intelligent virtual assistants – is becoming more widespread in customer experience. However, despite its prevalence, few companies are employing AI in the right scenarios or using it to its fullest potential. In this report, Temkin Group creates a model and shares best practices for AI-Driven Interfaces (AIDI), which we define as digital interactions with customers that are being directly manipulated by machine learning algorithms.
To successfully deploy customer-centric AI, companies need to:
- Integrate the elements of the Human Conversational Model into the design of AIDI.
- Bring together Five Ingredients: Conversational Design, Targeted Use Cases, Optimized Data Aggregation, Responsive AI Engine, and Continuous Tuning.
- Determine Organizational AI Readiness before deployment by tying AI to business strategy, auditing data sources, assessing employee skills, and planning for agent/AIDI interactions.
- Current AI Efforts Miss the Mark
- Five Ingredients For Customer-Centric AI
- Ingredient #1: Conversational Design
- Ingredient #2: Targeted Use Cases
- Ingredient #3: Optimized Data Aggregation
- Ingredient #4: Responsive AI Engine
- Ingredient #5: Continuous Tuning
- Determine Organizational AI Readiness
Figures in the Report:
- Artificial Intelligence Terminology
- Five Ingredients for Customer-Centric AI
- The HumanConversational Model
- American Express Platinum: Handoff to live agent
- Organizational Personality
- Organizational Personality: U.S. Army’s SGT STAR
- Attributes of Good Initial AI Use Cases
- How AI Supports Contact Center Agents
- NorthFace: Identify Intent in the Moment
- Questions For Determining Organizational AI Readiness
- Changing Responsibilities for AI Development