Artificial Intelligence (AI) holds the key to transforming the customer experience (CX)
Despite the power of Artificial Intelligence to transform the customer experience, many AI projects fail at the first hurdle. Henry Jinman at EBI.AI outlines the 5 most common mistakes and how to avoid them using a tried and tested checklist
While it promises a new dawn of efficiency, performing tasks better, faster, with fewer people, at lower cost and on a far larger scale, Artificial Intelligence (AI) holds the key to transforming the customer experience (CX). Chatbots are already a common phenomenon in contact centres while millions of people interact daily with virtual assistants such as Google Home and Alexa.
For those organisations who haven’t yet invested in AI, many are experiencing a fear of missing out(fomo). As a result, plenty of businesses are rushing in and too many AI projects are failing.
So, what’s going wrong?
5 reasons why Customer Experience AI projects fail
AI technologies are transformational but they can be complex to scope out, build, deploy, and operate. Here are the 5 most common mistakes organisations make:
1. Unrealistic expectations – it’s common for users to have inflated expectations of new and emerging technologies. This could be because of marketing over-hype, lack of familiarity with the technology, or the plain old hope that they have found a solution to some of their problems.
2. Addressing the wrong challenges – ‘Trying to boil the ocean’ is a favourite term at EBI.AI to describe companies who try to fix everything with one project or, at the other end of the scale, spend 18 months writing an AI strategy paper that delivers nothing!
3. Lack of training data – many say the more data you have the better. Yes, you do need data, lots of it, but it must be relevant.
4. Lack of stakeholder engagement – the people who will make or break the project are those responsible for deploying the technology and the leaders of that department. Remember to involve the budget holders from the very beginning.
5. Misunderstand the technology – Many AI projects fail for the simple reason that they are not really AI projects. AI technologies for customer contact need to be three things: digital, intelligent and automated.
Fast-track your way to a new generation of customer interactions by asking the right questions. Then, find out the answers and discover real-world examples of good and bad AI practice by downloading our latest white paper.
