107 EVA: Anywhere365 is open to connect with other services and applications to enhance the customer experience. For example, we helped a financial institution to implement a solution that uses a natural language processing service instead of a keyword or an interactive voice recognition whenever a customer calls. Anywhere365 combines this information with data from internal sources to route the call to an appropriate subject matter expert via Teams. When the expert answers the call, they see all this data to help them deliver a personalised experience. Customer sentiment is analysed throughout the call and soon, a new AI-powered feature will provide recommended responses to the expert. We plan to add a voice bot to increase the self-service options for customers too. How do you foresee customer engagement evolving in the next couple of years? CG: The journey to deliver exceptional customer experiences has only just begun; with the advent of AI services, we’ll soon be able to add further automation and value to customer engagements. Businesses processes will improve, empowering organisations to deliver better outcomes and slicker customer engagements. This will increase customer loyalty and brand advocacy. LH: We know that happy customers are loyal customers who often become brand ambassadors, so increasing customer satisfaction and engagement will become an even bigger priority for businesses. Customers want multichannel services, so organisations must accelerate their digital transformations and invest in solutions that deliver insights into customer satisfaction levels. This will help them identify opportunities for continually enhancing the experience. AK: Organisations will have invested in full digital transformations and automated many basic tasks, while AI-powered chatbots and solutions will become essential for facilitating all customer interactions. This will help businesses to overcome many of the barriers they face today. In addition, organisations will use predictive analytics to determine how best to evolve their business to meet customer needs and remain competitive. EVA: Omnichannel will continue to grow as more customers adopt a text-first mentality. AI is already applicable in customer engagement, but it is being rapid developed, so it is expected to revolutionise customer engagement by enabling organisations to provide personalised experiences, instant support and predictive analytics. We'll also see successful implementations of OpenAI and similar generative AI solutions. Photo: Anywhere365 IN FOCUS: TEAMS
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