The text discusses how AI can revolutionize customer interactions for businesses. It emphasizes the importance of finding the ideal first AI project for customer experience (CX) success. The multi-phased AI rollout approach is detailed, focusing on internal expansion, improvement, learning, and finally scaling out AI in CX augmentation and automation.
Artificial Intelligence (AI) for Your Business
Artificial intelligence (AI) has the potential to revolutionize how businesses interact with their customers. However, many enterprise leaders struggle to balance the long-term transformative value of AI with the need to deliver practical first steps that will demonstrate real-world AI success in customer experience (CX). Here, we’ll explore practical best practices for using AI to augment or automate your customer experience or service.
Phase 0: Finding the Ideal First CX Use Case and Team for AI
Before starting the phased deployment of AI, enterprise leaders should identify the ideal first use case or team for initial AI projects. Here are some best practices:
- Identify the business processes that can and should be automated or augmented with AI.
- Start with a small team to test the technology in a controlled environment.
- Focus on high-impact potential use cases for both short-term and long-term success.
- Involve employees in the process to ensure practical, effective, and efficient AI solutions.
Phase 1: Internal or Limited Rollout, Prove AI in CX Success
The first phase involves an internal rollout to validate the technology and use-case fit in a controlled environment. This phase helps in identifying which business processes can best be automated or augmented with AI for further improvements and deployments.
Phase 2: Improvement and Use Case Expansion
Leaders focus on incremental improvement and expansion based on insights from the first rollout, improving the accuracy and effectiveness of the AI solutions for desired use cases.
Phase 3: Learning and AI Userbase Expansion
During this phase, enterprise leaders focus on rapid iteration to expand and suit new use cases and new audiences, while formalizing employee onboarding and training for effective AI usage.
Phase 4: Scaling Out AI in CX Augmentation and Automation
With proven and refined AI success, a wider rollout is planned, gradually expanding to additional services as they gain a similar level of CX suitability.
Conclusion: Deploying AI to augment or automate your customer experience or service can be complex. However, a phased deployment approach ensures quality, efficacy, and ROI positivity while enabling the organization to deliver customer-facing experiences.
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