This article was originally published in the Customer Strategist Journal
With so much news about the promise of AI and all the ways you can use AI in contact centers, it can be hard to know where to start.
While a recent IBM study found that 74% of executives say AI will fundamentally change how they approach CX, it also found that “many companies lack a strong foundation of key capabilities, such as CX governance and clean customer data.” They may be overestimating their company’s ability to transition quickly to AI, IBM stated.
Without a stable footing to build on, AI technology to enhance customer experience will fall flat. A poor AI experience will be worse and destroy customer loyalty more than if there was no AI. Plus, customers won’t care if AI is used in customer support as long as their issue gets resolved.
Before diving into an AI initiative that impacts customers, your organization must have a strong customer experience foundation. Here are 5 CX building blocks needed for AI excellence.
1. A deep, accurate knowledgebase
This is table stakes. AI is only as successful as the quality of data that is input into the model. Without accurate, clear, up-to-date information about products, services, technology, and contact center associate training, an AI model will “hallucinate” with wrong or misleading answers to questions.
Many current contact center knowledgebases are antiquated or inaccurate. Static information might live in the system forever alongside new information, or bad information might remain without ever being replaced. Before moving to an AI program, make sure the information going into your Large Language Model (LLM) for AI is dynamic and accurate, and there is a plan to keep it fresh. Humans in the loop will be essential to keeping the knowledgebase at its highest quality and effectiveness.