Minicast: The future of customer service is personalised

The decentralisation of the workforce through remote working models has meant that the frontline of business customer service is more pivotal than ever. In preparing for the future needs of business artificial intelligence will play a significant role, especially for the next evolution of customer service and, and how we service their needs.

“Today's consumers have a vast and what like to call it a contradictory, needs,” said Avaya ANZ managing director, Dino Beverakis.

“Gartner sums it up by saying the ‘everything customer’. So personalisation will be key moving forward. Privacy is equally important and we all want equal treatment, yet we desire that unique service. We expect consistency, but we love those unexpected, pleasant surprises. Artificial intelligence is a way to do that, a way to help us meet those needs, predicting what our customers may want ahead of time so it can leverage their data,” he said.

He deferred to technology such as voice biometrics which can analyse speech pattern, the cadence and pronunciation to verify their identity and notes that it can save up to 40 seconds per service call.

“This may seem a little insignificant on a single call but when you think of about 200 calls, that equates to about two hours. So you can see how these kinds of technologies, allow customers to feel understood and respected and productivity to be accelerated," he said. 

He advised to really achieve a consistent, company-wide customer service strategy across all sectors, leaders need to embrace that sort of balanced customer first mindset.

“That's the way they're going to leverage those, those productivity gains and tools and technologies like artificial intelligence and machine learning to allow competitive businesses to stay ahead of the curve.”