Imagine a customer service application. Earlier, a customer interacted with a company through a phone and all the information about the customer’s likes and dislikes depended on data that was entered in the system by the customer service agent. If the system captured too much information, it would reduce the productivity of the call center and impact the customer experience negatively. However, a sparse information capture would reduce the richness of data and consequently the quality insights.
Simply put, AI is a decision-making technology. What is new though, is that apart from structured data that came from RDBMS, AI can also extract information from content such as images, videos, text and speech.
With AI, we can automatically analyze not just customer needs but her emotions as well. The interventions predicted by the AI application help us reduce the customer pain points precisely. This means that an enterprise would have higher number of loyal customers.