customer experience

At DIA Munich 2022 UiPath hosted a round table titled Automation & AI in insurance. Manage the transformational change. At this meeting representatives from both UiPath and senior executives  from leading insurance companies discussed key aspects of automation in insurance.

Wrekin Council in the UK, deploying an AI Assistant, managed to cut extremely high waiting times by 50%, shifting many users to digital. A year into the AI assisted operations, new services are added to support residents and lessen strain on staff. The Council’s AI acceleration eliminated the need to employ additional headcount, which is important given the current struggle to recruit and retain staff in the sector.

Over the next two years, visual configuration, digital wallets, customer identity and access management (CIAM) and virtual customer assistants (VCAs) will have high impact on digital commerce as mainstream adoption of these technologies increases, according to the 2021 Gartner Hype Cycle for Digital Commerce.

NICE has released Enlighten AI for Complaint Management, which automatically identifies and categorises consumer complaints as well as automates the remediation process to drive regulatory compliance and improve customer satisfaction, reducing churn.

Retailers in the U.K. are looking to upgrade their e-commerce platforms and improve customer experience in response to a pandemic-induced spike in online shopping here, according to a new report published today by Information Services Group a technology research and advisory firm.

In customer service it is important to achieve an equilibrium between automation and the human touch. A robot can be of great value. But there comes a point where humans provide the added value, and are able to prevent frustration by the customer. We talked about bots and customer service with Darren Parker,  Director EMEA Enterprise Customer Success at Zendesk. The key is the classic ‘know your customer’.

Customer contact must deal with a fairly complex ecosystem of fragmented data across different sources. To manage this mission critical ecosystem, a robot can play an essential role and eliminate challenges like fragmented data and delivering personalization. And above all, to eliminate the frustration a lot of customers experience (CX) in their dealings with companies: ‘30% of a total call duration is silent time.’

This week the webinar “Transform your contact center operations” took place, organized by the Customer Contact Management Association (CCMA) and UiPath. Sandra van Maarseveen, Manager Customer Care & Operations at Eneco spoke openly during this digital meeting about the use of robots and the associated challenges at utility companies.

COVID-19 has catalyzed financial services organizations to harness Artificial Intelligence (AI) to improve customer experience (CX); however, challenges in integration and customer perceptions are undermining its potential.