Kronos Notes Importance of AI, ML

The Workforce Institute at Kronos (News - Alert) in its 2019 predictions notes that artificial intelligence and machine learning are among the key trends impacting work and contact centers. Low unemployment, changing education and training trends, and the need for disaster recovery strategies also made the list.

Advanced technology platforms leveraging AI and ML can help businesses attract new customers, keep and grow existing ones, and drive efficiency. They can help businesses deliver more personalized customer experiences in the form of purchase suggestions and targeted marketing messages.

Many organizations are already using marketing automation platforms and available solutions in this realm continue to gain sophistication. The AI-empowered marketer can do personalization at scale, ensuring they deliver the content that will best resonate with each customer and prospect. AI can help marketers better understand, segment and create personas for, build content for, and deliver messaging to people in an optimized way.

AI also can help businesses grow their sales, leveraging sales acceleration and automation platforms to help track customers and prospects, and to serve up the best content at the right time.

In contact center and customer service scenarios, AI-based solutions can quickly and automatically match up customers with the best possible agents or other resources to meet their needs. That way, customer support operations can use their resources more wisely, and their customers have better experiences.

AI-powered chatbots can allow organizations to address customer inquiries at all hours and without human intervention. Such automated assistants can also serve up customer service personnel with the information they need to provide faster and more personalized answers.

Natural language processing now allows businesses to automatically understand and respond to inquiries that customers express in their own words. There are so many other great opportunities to leverage the value of AI, ML, and NLP for customer service, too.

Artificial intelligence can also greatly improve business communications, collaboration, and conferencing within an organization – or between the employees and partners.