Several misconceptions around artificial intelligence (AI) are slowing down adoption in the contact centre, according to Talkdesk Director of Product Marketing Alain Mowad.
- Mowad will be speaking at CX Summit next month. Register to attend for free here.
The exec said that the benefits of using AI for customer experience are multifold – ranging from extracting valuable customer insights to implementing automation.
But these benefits are not being realised because many companies think there are roadblocks on the way to adoption.
“The most common misconception is that AI is complicated and expensive. Although it was true a decade ago, it certainly isn’t the case anymore,” he said.
“AI has become very democratised in a way that anyone can use it in order to improve their business processes.
“Another misconception is that we often see AI as a solution looking for a problem, where it should actually be the opposite. We should know what the problems are and then apply AI to solve those problems.”
Making Use of Unstructured Data
Referencing a statistic from an Accenture report, which said that 80% of data that companies are collecting is unstructured, Mowad thinks companies often believe they need to hire data scientists or use expensive data tools to make use of this data. However, the reality is different.
“With recent advances in AI this is no longer an issue. Enterprises can now take advantage of unstructured data by analysing every detail of day-to-day customer interactions, such as customer behaviours and emotions.”
Extracting insights from unstructured data comes down to deep learning, explains Mowad. Natural Language Understanding particularly helps with parsing words and phrases to help figure out what is happening in a conversation.
The latest no-code/low-code capabilities allow businesses to tailor solutions to their specific needs.