Humanizing AI: putting people at the heart of customer experience

Communications service providers (CSPs) are still falling short when it comes to people’s perceptions of the customer support they provide. But recent developments, including the wider use of AI, promise to drive a new era in customer service. In this report we look at the humanization of AI: how it is being applied to serve both customers and employees better.

Read the report to find out:

• What “better CX” really means to customers in 2024
• How technologies are being combined to drive an evolution in smarter, automated and more personalized omnichannel customer support
• Why AI / machine learning is being blended with human expertise in the contact center to increase efficiency and reduce the strain on call center agents
• How better use of data enables service providers to apply AI / machine learning to complex customer support problems
• How success is being demonstrated by combining KPIs, understanding the relationship between them, and taking a more sophisticated and nuanced view
• Why applying those KPIs not only enables continual improvement, but is also revealing new, actionable customer insights.