As products become commoditized, and the time and cost of innovation lengthens, businesses are relying on their brand and support experiences to become a business differentiator.
But providing an exceptional support experience for customers, and internally for employees, is incredibly tough. To be successful, support organizations must find and apply the right information in order to add efficiency to their business operations, increase employee retention and effectiveness, and improve customer satisfaction. Yet most organizations fall well short of these objectives.
Customer service has a historically bad reputation. Sitcoms like Friends and The Office have joked at the banality of call centers and the rigidity of the dreaded “customer service script.” In these scenarios, nobody — not the caller or the customer service agent — is expected to have a positive experience.
There’s a tremendous amount of buzz these days around Artificial Intelligence, and the concepts and techniques associated with it. These concepts and techniques involve sophisticated technology, and their explanations are often confusing to a non-technical audience.
The strength of being in the Boston region lies in the tech community that surrounds us. It doesn’t matter if you’re talking about a large organization like Rapid7, or the two-person startups that populate programs like MassChallenge, TechStars, and Greentown Labs.
That’s why Attivio is taking part of the Grow With Google Startup Weekend event coming up on August 10. In fact, our CEO Stephen Baker will be one of the judges, and Attivio will host another event later this year.
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.
In a world in which anyone can order any product at any time with just the click of a mouse, the once dominant differentiators of price and product are quickly disappearing. In fact, it’s predicted that in just two years, customer experience will become the key competitive advantage for any organization, no matter the product or service.