EPE Partners understands that from tech giants to start-ups, everyone in the tech world is excited about AI and this fact is evident from the sheer amount of investments that are being made in this domain. In fact, experts believe that there is no slowing down in the near future as enterprises will keep on pushing the envelope.
But before joining the bandwagon enterprises need to think about three critical stakeholders which will define the outcome of AI in customer service.
First, the people who create and implement the AI-based solutions. These people must know what exactly the scope of their solutions is and they need to possess the proper knowledge and skills.
Second are those people who will work with these machines. Some of their tasks will be taken over by machines and hence they need to adapt to the machines. They must be provided with proper training.
And third and the most important stakeholders will be the consumers who will use these solutions and machines. The millennials will swiftly learn the way such systems function but the older generation may struggle to get accustomed to these new systems. They need to be properly educated about it.
AI is definitely going to change the way people deal with enterprises and their products. There will be a lot more personalized service where AI systems will analyze individual cases and deliver customized solutions. But for this, they will accumulate a large amount of data and this brings us to the eternal debate on how much data should enterprises handle and more importantly who should handle it.
Expect law-making agencies to create stern laws regarding data regulation. The General Data Protection Regulation (GDPR) by the European Union is a leading example of such laws. These laws will affect customer service as they prevent enterprises from entering certain territories.