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Personalisation is the holy grail for customer experience. After all, if you can serve people exactly how they want to be served, you get ultimate satisfaction and loyalty. However, there are commercial realities – you need a balance between an individual approach and scalability.
But how much of a trade-off does there really need to be?
Thanks to automation, it’s easier to achieve that holy grail than ever before. Artificial intelligence, Natural Language Processing and data integration are now available in new ways, making it easy and cost-effective to offer new levels of personalisation.
This webinar explains how you can do this, in practical terms. Experts cover topics such as:
• Customer journey mapping: How to map out and track interactions so you can better understand your customers and have data to improve automation processes within the business.
• Real-time data sharing: Between channels, so chatbots and Interactive Voice Response (IVR) systems know customer histories and can offer personalised support, which boosts satisfaction with self-service options.
• Natural Language Processing and AI: How you can take your IVR to the next level, making it easier for people to self-serve while speeding up resolution times and giving agents more effective tools.
• Predictive customer support: Ways to take data from customer interactions to predict when they’re likely to contact you, so you can pre-empt their queries and engage them on their channel of choice.