“That is why state-owned China Eastern Airlines is now using artificial intelligence (AI) to improve the customer experience, using the technology’s ability to handle huge amounts of data to tailor its services for individual consumers.
More broadly, the airline’s data lab now automatically classifies thousands of complaints and offers recommended solutions, to help front line customer relations staff. This shortens the customer response time and helps improve the overall quality of service, said Wang.”
“The technology itself is used primarily to enhance efficiency, though leading CX firms use AI “to bring a deeper level of customer understanding, driving customization and a personalized journey.” Nine-in-10 survey respondents said since incorporating AI, they had seen measurable improvement in the speed of complaint resolution. Eight-in-10 said AI had enhanced the number of calls they were able to process.
While it’s still early days yet with AI, success stories have started to emerge.
Rakuten, a Japanese ecommerce firm, has been able to move three quarters of inbound calls to chatbots, greatly increasing the volume of calls the company can handle.
Canadian mobile telecom carrier Telus was able to offload 40 percent of calls to chatbots, improving service levels and cutting customer wait times from an hour to 2.5 minutes, improving operational efficiency as well as CX. Customer service representative satisfaction also improved.
Alibaba, the Chinese version of Amazon, used AI-powered chatbots on the company’s Tabao site to handle more than 93 percent of customer queries in 2017, which company officials say would have required 83,000 human agents working around the clock. Alibaba now offers these chatbots as a standalone service.”
“In a move to step up their customer experiences, more retailers are embracing artificial intelligence (AI). This was according to the third quarterly ‘2017 E-commerce Performance Index,’ a report from SLI Systems.
54% of companies reported they are using or plan to add AI in the future
20% expect to add AI within the next 12 months
The most popular applications for AI — among both existing retail users and those that plan to use AI within the next 12 months – are:
“David Marcus, Vice President of Messaging Products at Facebook, revealed that there are now 11,000 chatbots on Facebook reaching almost a billion users. Facebook M, the company’s text-based virtual assistant feature, has been modified to make the AI better.
‘M will make automated suggestions based on chat intent,’ he wrote last month. ‘These suggestions will help you get more from your Messenger experience by shortening the distance between what you need to do and getting it done.’”