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AI will power 95% of customer interactions by 2025

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Artificial Intelligence is rapidly growing and becoming a significant sector in almost all businesses in the world. However, Servion Global Solutions has warned that most business entities are not taking into consideration the future set by Artificial intelligence, augmented reality, and virtual reality. Servion also predicts that by 2025, AI will power all customer interactions, including, online conversation and live telephone, which will make it difficult for customers to spot the bot.

Customer expectations using virtual technologies such as augmented reality, holograms, and virtual reality are set to move in the sky. Although this will leave many people worried, using Artificial Intelligence in areas like customer service is expected to benefit customers. AI will reduce waiting times and will also help to efficiently and quickly solve customer questions. It means that businesses that fail to plan for this future now will face stiff competition from their competitors and lag behind in the long run.

Gartner, an IT research firm, predicted that by 2020, customers would be able to manage 85%of their relationship with businesses without physically interacting with a human being. It means that automated response system and apps currently dealing with customer service requests will be replaced with artificial technologies which are set to improve customer experience by anticipating customer’s needs, engaging on an emotional level and being proactive. Therefore, only 5% of customer interactions will need human involvement.

Businesses, therefore, have to look for a way of adopting the new technologies for them to become relevant in the coming decade. They should also not view adopting as a challenge. In response, businesses should look for a means of quickly and successfully doing it, and being successful means incorporating all communication channels and being able to advance them as they appear. They need to assemble all communication channels, technologies, and data in one ‘hub’ that keeps control of all customer interactions. If companies adopt this approach, they can be sure that they have control over the customer experience and that the business is prepared for the future.

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