Across industries, enterprise organizations are scrambling to automate interactions and leverage leading-edge AI and Machine Learning platforms, while still maintaining a customer centric approach.
Ada recently launched its inaugural Executive AI Transformation event in Toronto, to delve deeper into these competing interests and understand how market leaders are achieving successful outcomes. With several more events like this planned across the globe in the coming year, we are looking forward to hearing new perspectives on the future of the automated customer experience and connecting with innovative enterprises that are disrupting the market and changing customer expectations.
Our first event was hosted at the beautiful Momofuku Kojin, in downtown Toronto. With a spectacular view, and as the sun began to set, the evening brought together almost 100 senior executives from across industries to discuss the role of automation and artificial intelligence in the future of customer service.
Mike Murchison, CEO at Ada, kicked off the evening with a discussion about the challenges we are seeing in the market as customer expectations change, and organizations reconsider the channels and tools they use to automate interactions. Mike then invited Terry Gardiner, former VP Customer Experience at Telus, and Adam Geneave, Chief Customer Happiness Officer at Air Asia, to share their successes and observations about the evolution of AI and automation across the customer journey.
The event’s discussion brought a fresh perspective on the future of automation throughout the customer journey, and can be distilled into three key takeaways:
- Personalization matters. Critically. Customers are hungry for ways, across digital channels, to have their needs met, in more personalized and sophisticated ways. It is no longer sufficient to just respond to frequently asked questions. Customers want to be able to book flights, upgrade their plans, change their account information and make purchases, in an automated, self-service manner.
- Human interaction matters. Customers still want easy access to human support. When it matters most. And they want to talk to humans who are trained and able to address the more complex needs that cannot be automated. To the extent that AI-powered chatbots can free human resources to address those more mission-critical inquiries – this can be game changing.
- A scalable approach matters. Chatbot technology should not be approached as a point solution. Large, complex organizations need to consider virtual assistance and conversational AI within the context of a broader automation strategy. Only when it is embraced in that manner, with the right investment of time, resources and tooling, will it deliver material returns.
“Our event brought together the best minds in Support, IT and Digital leadership to discuss the scope of automation and AI within the realm of the customer experience,” said Ruth Zive, Head of Marketing at Ada. “AI is poised to radically impact how organizations interact with customers, and it is exciting to be able to share best practices and thought leadership with those who are shaping the market.”
For more information about Ada’s Executive AI Transformation series or to learn more about Ada’s product and services, please reach out.