When it comes to customer support, the entire process is built on a simple idea: when someone communicates a problem, the representative dealing with the case uses their dashboard to review, work, resolve, and close a ticket. This ticket then remains open until the issue is closed, along the way acting as a repository for information about that particular request or problem.
The concept of AI has been around for so long that most of us have a good high-level understanding of just what artificial intelligence is: it’s the technology that makes it possible for computers to act and react like humans. And most of us also understand that AI is becoming more and more intelligent, and seemingly less and less artificial. Yesterday, it was Amazon suggesting books we might like. Today it’s Alexa answering our trivia questions and turning the thermostat down. Tomorrow it will be driverless Ubers finding the quickest way to get us to wherever we need to go.
There are plenty of reasons why you want to keep you customers happy: Happy customers make great “brand ambassadors.” The cost of attracting a new customer is higher than retaining an existing one. Today’s social media makes it possible for an unhappy customer to do harm in the marketplace. Etc.
Although artificial intelligence (AI) draws a lot of attention in the consumer engagement space, it’s also poised to make a dramatic impact in life sciences.
Several trends are converging in life sciences that bring new challenges and opportunities for which AI technologies are ideally suited. These trends include precision medicine, improved treatment safety and efficacy evaluations, the increasing complexity of scientific questions, and the explosion of data from wearable and implantable devices.