This is Just the Beginning for AI…

If you think we've already reached peak AI, think again. It’s still early days, and things are moving so fast that some of what we predict in this post will probably come true (or be proven totally wrong) in the next few months or even weeks.

As we navigate this transformative era, it's crucial to understand that many current tools and use cases may eventually become obsolete while new, more potent applications will emerge.

So, how should businesses prepare for the fluid landscape of AI in customer service? Let's delve into some insights and advice.

AI adoption is already mainstream

Early adopters have an outsized impact on how any new tech develops and how it’s used. They also tend to build a competitive advantage on their first-mover status that can shake up whole industries.

What’s interesting about the early adoption of AI is that large enterprises like banks, healthcare providers, and insurance companies are finding immediate uses for it. These industries have typically been slow to adopt new technology, but they’ve adopted AI faster than almost any new tech in the past two decades.

The use of AI by folks who wear suits and lab coats to work means that this technology is taken seriously outside the tech and startup world. Big enterprise interest in AI will mean big investment in its continued development.

With big enterprise comes big investment. These legacy industry use cases will guarantee that AI continues to be well-funded and rapidly developed over at least the next few years.

Understanding the fluidity of AI tools

It's essential to recognize that the AI tools and machine learning models we rely on today are still in their infancy.

Although they offer significant advantages like workflow automation and conversation intelligence, these tools are bound to evolve or even be replaced by more advanced technologies. Some may prove to be temporary solutions that will wash out, making way for more effective alternatives.

One thing is clear, the human element will continue to be a factor, as people come up with new ways to use both old and new tools.

What is real-time artificial intelligence?

Real-time artificial intelligence can process and analyze data in an instant, providing agents with information or taking automated actions in real time.

This technology offers immense benefits for improving customer service satisfaction now, but imagine the possibilities when combined with even more advanced analytics and automation capabilities in the future.

Thinking ahead: What is a machine learning model?

At its core, a machine learning model is a subset of AI that learns from data to make decisions. The models today are quite advanced but still have limitations, such as biases in data or overfitting to specific scenarios.

Future iterations are likely to overcome these limitations and provide even more accurate and personalized customer interactions. But let’s be honest, there is still progress to be made.

The evolution of agent assist and conversation intelligence

Current Agent Assist tools are designed to improve the efficiency of your customer service agents, providing them with real-time suggestions and conversation intelligence.

However, future versions might offer even deeper insights into customer behaviour, predict needs before they arise, and automate more complex tasks, ultimately leading to happy agents and satisfied customers.

How to prepare your business for the evolving landscape of AI

Stay flexible and adaptable

Keep an open mind and be ready to adapt to new technologies as they emerge. Relying too heavily on a single tool or method may leave you unprepared for future advancements. Here’s an important piece of advice: You need to think of the challenges you’re trying to solve and then choose the solution, not the other way around.

Keep your databases up-to-date

As AI becomes more sophisticated, the importance of high-quality, current data will only increase.

Keeping your databases clean and up-to-date will allow you to take full advantage of advancements in AI technology, including the ability to sift through disorganized data to find valuable information effectively.

Train your team for adaptability

Just as AI tools will evolve, so should your team's skill set.

Ensure that ongoing training programs are in place to keep your agents up on the latest tools and technologies.

Future-proof your investments

When investing in new AI tools or customer service software, consider how easy it is to update or replace them. Opt for solutions that offer modular upgrades or have roadmaps that align with future advancements in AI and machine learning. Look for solutions that can plug into a large language model (LLM) like ChatGPT, Bard, an open-source model, or a company’s own in-house model.

In Summary

The world of AI in customer service is still young, and what we see today is likely just the tip of the iceberg. By staying informed, adaptable, and prepared for change, your business can not only navigate but also thrive in the evolving landscape of AI technologies.