THE PROACTIVE REVOLUTION: How Artificial Intelligence is Driving the Transformation of Customer Experience

NICE Systems

Artificial Intelligence (AI) and machine learning (ML) lead the transformation of robotic exchanges to smart conversations between humans and computers. While the first wave of conversational AI chatbots lacked real-world natural language processing (NLP) and rendered them ineffective, significant advances in technology have made current chatbots exponentially more intelligent. And now that customers expect instant communication on their channel of choice, contact centers can use conversational AI to meet their expectations.

When contact centers proactively reach out to customers, they can pair conversational AI solutions with stored information on the customer’s profile, preferred communication channels, and engagement history to fully understand the customers and their intents, leading to personalized, exceptional customer experiences.