The modern consumer is highly empowered and expects businesses to provide a great customer experience. They are used to the instant gratification of the internet, with 52% of customers expecting personalized engagement. Considering all the digital channels available, a business has many ways to engage customers, and most brands are exploring omnichannel presence.
With the advent of AI, communication methods can go beyond traditional calls and emails. Conversational AI can provide more engagement without resource exhaustion as voice bots can be set to 24/7 availability. Estimates project that over 40% of interactions will be automated through AI and ML by 2023, and as technology evolves further, brands that are not early adopters may miss out.