Transformative Customer Experience (TCX) Will Be Critical for Businesses in 2018

December 19, 2017 • 3 minute read

New IPsoft White Paper Identifies How Companies Can Leverage Cognitive Technologies for Competitive Edge.

NEW YORK, Dec. 19, 2017 — Transformative Customer Experience, or TCX, powered by automation, cognitive and AI technologies, will be a key differentiator for all enterprises, according to a new white paper from IPsoft, the leader in enterprise AI. The report urges all businesses, regardless of size or industry, to build TCX into their future investment plans to ensure they get closer to their customers and keep pace with the competition.

Customer experience is at the top of the agenda for C-level executives worldwide for one simple reason: companies with high customer satisfaction ratings consistently outperform their rivals. Studies have shown that effective customer experience translates to greater loyalty, higher revenues and superior long-term growth, and companies that fail to deliver a world-class customer experience will lose out to competitors. The white paper highlights that the battle to provide immediate access to an agent 24/7 is only the starting point of the journey. In their adoption of AI, executives need to demand that their virtual employees provide a human quality conversation and be equipped to resolve issues independently.

As the company behind Amelia, the market-leading cognitive virtual agent, IPsoft has an implicit understanding of how technology can fundamentally transform the customer experience, making every interaction more natural, conversational, effective and enduring. TCX is not something that can be achieved overnight, but pioneering companies are already making investments to transform and improve how they serve their customers, and gaining real business benefits as a result.

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Companies know that an ability to deliver immediate customer experience 24/7 is a baseline requirement, and is absolutely critical for any successful engagement strategy because customers won’t wait. However, if a customer quickly reaches customer support, and then has a negative experience (like being put on hold or waiting endlessly in an online queue), any customer goodwill gained from that 24/7 connection is lost. If companies don’t have the necessary technology to take advantage of interacting with customers 24/7, it doesn’t matter how fast or quick customers can connect. Cognitive platforms, meanwhile, allow companies to augment 24/7 capabilities by scaling with changes in demand for instant access through customers’ favorite channels, even at peak demand times.

In addition to 24/7 capabilities, cognitive platforms can deliver much more for enterprises. In the white paper, IPsoft argues that to implement a true TCX strategy, enterprises need a platform with three core elements that can only be delivered through investments in AI and cognitive technologies. In all instances, TCX is:

  • Intelligent. Customers expects real conversations. Virtual agents like Amelia not only understand what end-users say but also what they mean, providing a better user experience that requires a minimal amount of repetition or clarification. Amelia’s emotional intelligence, with her ability to detect mood and sentiment, means a more human-like experience for customers.
  • Intimate. Customers expects personal treatment. Cognitive platforms and virtual agents are designed to deliver a more intimate customer experience, primarily because they can speak as a customer speaks. IPsoft’s Amelia can interact with users in 40 languages using natural language processing (NLP), while deep neural networks (DNN) and machine learning (ML) allow her to understand how humans speak and interact, providing more personalized interaction.
  • Integrated. Customers want resolutions. While many enterprises offer multiple customer support channels, cognitive technologies allow interactions to be passed from one channel to another without loss of quality or intent, so an inquiry submitted in one channel can be answered in another. By integrating agents fully with back-end systems and processes, companies can dramatically speed up resolution time and ensure customers leave the conversation fully satisfied.

“With customer expectations continuing to rise, it’s more important than ever for enterprises to adopt an effective customer experience strategy, and deliver truly personalized and differentiated conversations at scale,” said Allan Andersen, IPsoft’s Director of Enterprise Solutions. “Cognitive technologies enable companies to provide an intimate, intelligent and integrated experience, one that is always on and available 24/7, and that is capable of inspiring customer loyalty.”

TCX is not a trend for the future. As outlined in the white paper, TCX is already here and should be considered an immediate imperative for the enterprise. Companies must realize that if they don’t take steps to implement TCX, the competition surely will.

To learn more about TCX, and to see examples of how IPsoft’s cognitive technology is transforming the customer experience, download the white paper here.

About Amelia

Amelia is a leading Enterprise AI software company with a long history of innovation in automation and Conversational AI. We create fulfilling human experiences through groundbreaking AI solutions, as we enable conversational experiences, streamline IT operations, and automate processes. In 2014, we launched Amelia, the Most Human AI™; then in 2018, we introduced true end-to-end, enterprise-wide automation allowing enterprises to quickly optimize back-end operations. Amelia is consistently recognized by third-party analyst firms as a market leader. Headquartered in New York City with offices in 15 countries, Amelia’s roster of client success stories speaks for itself: Our technology impacts more than 200 of the world’s leading brands, including global leaders in banking, insurance, telecommunications, and other industries. See how Amelia is powering the Future of Work at amelia.ai.

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