MULTICHOICE
“ So if a customer returns and has already raised specific issues , it ' s able to implement that within the dialogue and help a customer get to a resolution much quicker ,” says Ramrathan .
By creating the ecosystem that a customer can operate in , Ramrathan states that the queries are resolved much quicker .
“ The outcome of this was an improvement in customer satisfaction . We ' ve also seen a large deflection away from traditional channels . So we migrate customers to digital channels to get their queries resolved . By keeping customers engaged , they feel that they ' ve been given the attention that they deserve ,” he added .
Ramrathan acknowledges that the work on the AI Assistant was a team effort , requiring lots of collaboration across the organisation . The difficulty came with the use of natural language processing ( NLP ) components .
“ Generally , those are quite tricky when you use them in real-life situations and deal with customers , because you don ' t really know what will happen for sure , you can only account for a certain amount of scenarios . The team did lots of work to get the AI to a certain level where we were comfortable for it to engage with customers ,” he added .
“( The award ) was great for the team , for them to be recognised in this way [ by the organisation ],” says Ramrathan .
According to Ramrathan , linking these kinds of AI projects to customer experience is crucial , as many tech projects fail because stakeholders can ’ t link them to the sort of value that they ' re trying to drive : “ Whenever we tackle a problem — and specifically with this innovation — we start by considering the experience we want to drive for customers . So we started building backwards from that . I think that ' s why this innovation was
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