How does AI hold so much potential for growth in this way? Today, customer interactions are experienced and conceptualised as ‘conversations’. Whether a shopper at a clothes retailer, or someone doing banking via an app – it’s no longer requests, forms or Q&A, but a conversation with a living and breathing brand. AI takes this to the next level – no more transactions but instead a rich conversation throughout the buying cycle.
The most exciting opportunity for businesses to grow using artificial intelligence (AI) is using it to change the way they interact with customers. Even before generative AI was in the news, innovators were developing and using AI solutions, some were looking at business operations and some using its potential for new services and offerings.
But what I observe is that so many are unfortunately at an AI crossroads, not sure where to deploy and what business benefit to focus on. So why focus on customer interaction? The first and most powerful change businesses should make is to how they manage communications because it has the greatest potential to create change, but only if they can do it without causing pain and complexity.
