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In the last few years, most of the boardroom discussions have echoed the word “digital first”, thanks to internet initially and smart phones later. The strategies around customer centric approach have also evolved from having a CRM system in place, providing multiple channels to interact, creating a seamless experience through multiple channels and beyond. The push obviously is to move more and more interaction to digital channels and rightly so primarily due to customer preferences as well as cost of operations.
This has led to plethora of digital interfaces like IVR, web, mobile apps which created the foundation of digital first/self-service. That is about to change again with the conversation based interface e.g. Google Home, Alexa Echo, and why not? We humans are more comfortable in our natural language conversations and why not teach the machines to learn that. However to travel the path from digital first to human first there are various factors which needs to be considered
Even with above considerations, conversational AI is moving at a very fast pace. But one thing is for sure that this is not going to replace humans at least in the near future, instead we would need substantial human effort to make it work through data, supervised training and governance. What do you think?
This content is provided by an external author without editing by Finextra. It expresses the views and opinions of the author.
Ellison Anne Williams CEO at Enveil
30 October
Vinothkumar Kolluru Senior Data Scientist at Fractal Analytics
Damien Dugauquier Co-Founder & CEO at iPiD
Kyrylo Reitor Chief Marketing Officer at International Fintech Business
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