From the Amazon Echo to self-driving cars, Artificial Intelligence (AI) is no longer a thing we solely see in futuristic Sci-Fi movies—it’s here. AI has enabled us to make ground-breaking innovations, and it’s helping businesses around the world increase their efficiency and profitability through machine learning and automation.

With AI now increasingly available across industries and disciplines, businesses and end-users are seeing the tangible benefits that machine learning technology can deliver. In this blog, we’ll explore how AI can facilitate business growth and help companies unlock their full potential, but also highlight the drawbacks to help you avoid the pitfalls of automation.

The Age of Automation: Profiting From AI

Artificial Intelligence is arguably the biggest emerging trend of the last decade. In almost any sector, you can find examples which illustrate how easily available it has become. The recruitment sector now relies on AI software to find the right candidates in vast applicant pools. In healthcare, GP surgeries are using AI to automate appointment scheduling, freeing up valuable human resources. Additionally, the transportation sector is expected to see a 105% increase in AI-driven vehicles from 2015 to 2025.

Some of the most significant opportunities Artificial Intelligence offers are:

• Conversational Intelligence: AI can now imitate human interaction. By using large sets of data, machine learning and natural language processing, chatbots and virtual agents can deliver quick and efficient answers to user queries.
• Real-time Sentiment Analysis: With sentiment analysis, AI will analyse speech or text patterns, keywords, intonation and delivery, to provide a customer service agent with a real-time score of the customers’ disposition throughout the conversation. Then, certain solutions additionally offer specific sections of a customer service script from the knowledge bank to the agent to appropriately address the customers’ underlying sentiment.
• Intelligent Transcription and Translation: Automated transcription describes AI that can accurately convert speech into text. Combined with the ability to automatically translate into other languages, this opens up new opportunities to easily gain valuable information.
• Agent Assistance: An agent assist is a tool that supports customer service agents by using AI and machine learning to provide suggestions during live conversations with a customer.

There are exciting possibilities for how AI can help your business become more efficient, competitive and profitable. But as there are two sides to every coin, you need to be careful with your implementation of automation.

Drawbacks of AI: Losing Your (Human) Touch

Humans are social animals. We crave connection and want to feel like we belong. And this doesn’t just apply to our private interactions, it’s relevant for businesses as well. Contrary to popular belief, brand loyalty isn’t created by simply offering a good product; the main factor generating brand loyalty is a meaningful relationship.

Customers want to feel that they are valued and that their concerns are heard. The most common pitfall relating to AI is when companies venture too far down the ‘uncanny valley’ in automating their customer service. When your clients can only raise their query with a Chat or Voice bot – without the ability to escalate to an actual Agent.

While AI and automation allow businesses to streamline their customer service, a recent study published in February 2022 found that 75% of customers are ‘highly annoyed’ when they are unable to talk to a real person. And 85% expressed that poor customer service is a reason for them to end their relationship with a brand.

Human connection is at the heart of everything we do, and it should be at the heart of how you interact with your customers. While chatbots and virtual assistants are a great asset to customer service, it’s necessary the customer is able to reach a real person when needed. Knowing where to automate and where to place employees at the forefront of the customer experience is the key to your success. So how do you marry up the two?

Enjoy the Best of Both Worlds with Solgari

Rather than replace your employees, AI should enhance the way you work. Using automation for repetitive tasks frees up your employees’ time, which they can then re-invest in your customers to deliver outstanding service. This will allow you to build stronger customer relationships and increase your brand loyalty.

Solgari can help you use AI to your advantage without losing your human touch. Our unified communications solution offers you an all-channel, cloud-based communications system that helps you streamline your communications. If you’re ready to get started, reach out to our experts today.

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