I am really looking forward to the SITEL Conference in Paris next week. Its about how AI and behavioural science are going to revolutionise the way we think about contact centres, self service and the role of emotions in delivering our customer experiences.
I am going to be talking about the power of emotions in CX and their relationship with AI. I have a great case study as well. In the prep to my speech I wanted to think about some of the more important lessons leant (and not!) from over the last 2 years and the extraordinary people I have met and worked with while developing my model for measuring emotions. There are so many I have chosen just one for you today.
AI has a very interesting role in behavioural science. It has a property that is extremely useful to a staggering number of behavioural sciences applications. I know of thousands of projects where behaviour is being predicted by and responded to by AI. In the area of research, rapid improvements in usability of AI, has meant that most behavioural science labs now have a set of tools they didn't has only 2 years ago.
HI-DEF Slow-mo for micro emotions
Behaviour is about micro moments and micro expressions, micro projects of communications, micro habits as well as micro decisions etc. etc.. AI is the emotion equivalent of a Hi Def Camera so for the first time you can see all these experience molecules in the emotional "slow motion" so we are learning new things every day.
Information about all of these vastly complex subjects is being turned into accessible intelligent support tools and brought to market and connected in the cloud. In that process the science itself is moving faster than at anytime over the last 10 -20 years.
I have seen this pattern before with explosive results.
Some cars have more computer power than a jet fighter now but 10 years ago they had only a few. Now we have relatively few AI driven interactions but within a couple of years your main digital interface maybe just AI.
Until the arrival of the smartphone and tablet app innovation spending was controlled by relatively few organisations. But the app (and the web improvements at the same time) meant that the money for innovation stopped flowing through really large organisations and was distributed through consumer power. The flow of our economic system changed and that created Customer Power. Fuelled by reviews and spending power the direction of the global economy steered in a slightly different way that even central banks have been challenged to respond. We have been confused while Titans fell. Too big to fail is now becoming a ironic epithet.
The result is that all of these AI different applications are arriving from behavioural science empowered by the fact they have become so much easier to use. At the same time in the same way. Rather like apps did.
Its the same thing intellectually with AI. Anyone can use it so thought is less constrained to guidelines and practical needs. AI is democratising how to understand everything and like the internet before it there will be unintended results.
The AI Interface
The logical conclusion is that AI will be a significant part of joining all these things together. AI will become the interface of a Platform Independent Experience delivered on any device because the level of processing power that will be applied to micro experiences will be the leap between Apollo 13 and the i-phone.
#CX #AI #BOT #NextGen #CustomerService #DigitalTransformation #customerexperience #CJM #CustomerJourneyMapping #ContactCentre #customersatisfaction #customeremotion #CustomerExperienceFoundation #UniversalAgent #CustomerSatisfaction #Herosandvillains #CXFO #NetPromotorscore #CustomerExperienceStrategy #trustpilot #MeasuringCustomerEmotions #CustomerExperience #SITEL #AI #EuropeanCustomerDayParis