Published: April 17, 2019 | Comments
Although artificial intelligence (AI) has emerged as a popular solution for
modern businesses, many companies regard it as an option reserved entirely
for the "bigger players." After all, AI is a complicated thing and a
daunting challenge for those who have never considered using data and
machine learning before. For some people, the concept of "smart" computers
still belongs in the realm of science fiction.
However, no matter how you feel about artificial intelligence, it's
impossible to ignore it's pervading importance in the business world. AI is
affecting everything from customer experience with things like predictive
and sentiment analysis to the cloud
contact centre environment
, with new virtual assistants.
The good news?
Any sized business can prepare for the AI revolution with a few simple
Step 1: Know Your Business Needs
The first step to succeeding with any new technology is looking at your
business and determining the pain points that you can eliminate with AI
solutions. For instance, can you use sentiment analysis to improve the
satisfaction that customers feel when they interact with your contact
centers? Can you automate tasks to take some of the stress away from your
According to Gartner's CIO survey for 2018,
only 4% of companies have deployed an AI solution so far. If you haven't
decided exactly how you want to use this technology yet, then you're not
alone. Now's the time to get planning.
Step 2: Focus on Customer Experience
While there are many different ways to engage in the AI environment today,
one of the easiest and most valuable options is to invest in customer
experience. Enhancing your cloud contact center with artificial
intelligence will help you to gather crucial data about the buyer journey
and make decisions that can improve customer engagement and satisfaction.
Now that companies have more ways to connect with customers than ever
before, it's important to understand how you can delight your audience on
every available channel. Gartner predicts that a
quarter of contact centres
will implement virtual assistants and chatbots into their channels by 2020.
Step 3: Partner with AI Experts
If you want to add AI to your communication strategy, then it only makes
sense to work with a vendor that knows how to make the most of this
disruptive technology. Companies like RingCentral invest a great deal of
time and effort into discovering how they can add artificial intelligence
solutions to their products to better empower and inform their customers.
Look for a vendor that can guide you through the possibilities that are
available with artificial intelligence and remember that you can start with
very small steps. For instance, you don't necessarily need to build your
own chatbot straight away. Instead, you can begin with automating a few
basic tasks in your cloud contact center, so that you can free up more of
your agents' time. As you learn more about AI, you can implement additional
features to suit your needs.
Step 4: Build the Right Background
Finally, begin to put the right AI background in place to support your
transformation efforts. Remember, any evolution in your business requires
the right selection of tools and people. From hiring the right employees to
support your AI initiatives to investing in reliable tools, becoming a part
of the AI revolution will take time.
One great way to get started is to make sure that you're securely
collecting the right data to support your AI strategies. After all,
96% of marketing leaders
use AI to handle tasks to do with data and research in the years to come,
and data is the fuel that powers your AI strategies. Get your information
storage systems right, and you'll have a great foundation in place for the