Will AI transform the way in which enterprises communicate?

Published on
12/12/2019 01:49 PM

Artificial intelligence has already infiltrated the enterprise as more companies seek to automate their processes. However, AI also has the potential to completely transform the way in which enterprises communicate with consumers.

Transforming how enterprises communicate

More businesses are now harnessing the power of AI in order to improve their agility, productivity, and overall performance. In the communications space, sales teams and contact centres are also reaping the benefits of conversational AI chatbots.

In effect, these tools allow companies to provide an intelligent and immediate response mechanism. By addressing the majority of customer queries through this innovative channel, enterprises can subsequently save time and money.

According to a recent report, the conversational AI market will rise from its initial estimated value of $3.27 billion to $27.08 billion by 2026. Overall, the equates to an impressive CAGR of 30.25% in the forecast period of 2019-2026.

Indeed, more companies are beginning to empower agents with AI in order to enhance their customer's experiences. In fact, a Gartner report predicts that 25% of customer service operations will use virtual customer assistants (VCAs) by 2020.

Enabling mass personalisation

It is evident that AI and its associated technologies have the potential to completely alter how enterprises communicate. In today's hyperconnected world, this translates to the increased adoption of chatbots and AI virtual assistants.

Alongside this, AI also enables companies to implement mass personalisation across their products, services, and websites. Augmented reality, customised visuals, and personalised website or application visits are now a reality for many customers.

This is evidently desirable, as a study found that a third of consumers expect brands to anticipate their needs before they arise. However, 70% of respondents also said that it is important that a brand truly understands a consumer's individual situation.

With this in mind, AI has the potential to ensure that communication between an agent and consumer is always relevant. By automating audience segment creation and adapting a communication channel to suit a consumer's needs with AI, companies can keep communications relevant, enjoyable, and agile.

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