Building AI solutions that deliver a better customer experience

Jo Causon
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Jo Causon: Institute of Customer Service, UK

Journal of AI, Robotics & Workplace Automation, 2023, vol. 2, issue 3, 253-258

Abstract: Technology, including artificial intelligence (AI), has the potential to improve the customer experience significantly. However, there are several challenges of which that organisations should be aware in order to ensure that AI is used effectively. One of the key challenges is ensuring that AI is used in a way that complements, rather than replaces, human interaction. AI can be used to automate tasks that are repetitive or time-consuming, freeing up customer service representatives to focus on more complex issues. However, AI should not be used to replace human interaction entirely. Customers still value the ability to speak to a real person when they need help, and this is critical for complex or sensitive situations. Organisations need to take steps to ensure that their AI algorithms are trained on data that is representative of the population they serve, to avoid biased or discriminatory outcomes. They also need to be transparent about how they are using AI and a suitable regulatory framework should be developed. Customers need to understand how AI is being used to collect and use their data. Businesses should provide clear privacy policies and give customers the ability to opt out of AI-based services. By addressing these challenges, organisations can use AI to deliver a better customer experience. AI can automate tasks, improve efficiency and aid personalisation, but it should do so in a way that is fair and unbiased.

Keywords: AI; customer experience; customer service; technology; regulation (search for similar items in EconPapers)
JEL-codes: G2 M15 (search for similar items in EconPapers)
Date: 2023
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