People-centered organizations prioritize personalized customer and employee experiences. Leaders recognize that AI is fundamental to dynamic personalization across channels and touchpoints — and they have a clear plan to achieve their business outcomes.
With strong Systems of Understanding and Prediction, leaders use AI to enrich all the data and context they’ve gathered to proactively discover and anticipate customer needs, rather than to just respond.
When you can acknowledge that a customer has an open order, is looking for a status update or needs to change an existing appointment, it feels like you know what they need before they even ask.
Leaders can do this with virtual assistants, using bots to triage and qualify customer intent and trigger the next-best action. This could mean resolving the customer issue within the bot interaction. Or it might mean recognizing that the customer needs a specialized resource or employee and then routing that customer appropriately.
And to be sure the best-fit employee is available, leaders leverage AI-driven platforms to model demand, generate forecasts and create schedules to match.