An array of advanced technologies will be at the disposal of CX leaders that can transform the customer experience. The ‘intelligence wave’, as the Adobe CTO Abhay Parasnis calls it, will bring us machines that are learning how to sense, see, hear, and interpret the world around us, opines Joydev. An exclusive for Different Truths.
According to a PwC Survey, at least 54% of consumers say that customer experience at most companies needs to be improved, and one-third, i.e 32% say that they prefer walking away from a brand after one bad experience. Distressing? Not anymore. An array of advanced technologies will be at the disposal of CX leaders that can transform the customer experience. The ‘intelligence wave’, as the Adobe CTO Abhay Parasnis calls it, will bring us machines that are learning how to sense, see, hear, and interpret the world around us. The new immersive technologies will take us beyond the physical world, i.e., beyond the screen of mobile phones or a pair of smart glasses.
Here are some emerging technologies that will set a new trend for the consumer experience.
Emotion Detection and Recognition
Besides you, your computer can now recognise human emotions. Isn’t that amazing? Based on input from multiple channels, algorithms can now learn how to detect human emotion. The market for recognition software or emotion detection is predicted to reach $24.74 billion this year.
Besides you, your computer can now recognise human emotions. Isn’t that amazing? Based on input from multiple channels, algorithms can now learn how to detect human emotion. The market for recognition software or emotion detection is predicted to reach $24.74 billion this year. Analysing speech patterns, gestures, and postures, skin physiology, facial expressions, or respiration are some of the ways through which machine learning algorithms can learn to interpret human emotion. The test-mining tools are getting better with AI- and cloud-enabled video and image analytics. This can play a major role in improving the consumer experience, experts say.
Blockchain
No more an infant technology, Blockchain now has its boundaries extended than being just cryptocurrency. Being the self-managing distributed ledger system, it has the potential to explore its real benefits – increasing transparency and building trust. And this is needed the most in building good customer relationships. A number of processes like customer onboarding, problem diagnosis, delivery management, asset tracking, dispute resolution, and more can be now transformed using Blockchain.
Virtual Reality/Augmented Reality (VR/AR)
Use a VR box for watching a movie? The VR box and other immersive experiences are still in the early stages of development. The true potential of AR and VR technologies will only be at its peak by the next decade. AR can transform areas like remote support, access to information, and training only when their custom code, IT support, and maintenance are carefully taken care of. Some current examples of applications for AR and VR include contextual instructions for setting up, repairing, and maintaining complex products and equipment. Here is where they touch the consumer and work towards making the experience better.
Conversational AI
Combination of multiple capabilities like machine learning (ML), natural language processing (NLP), and conversational user interfaces, Conversational AI gives a voice to brands. Conversational AI interfaces – from chatbots and texts to voice assistants will allow businesses to serve customers more quickly and efficiently.
Combination of multiple capabilities like machine learning (ML), natural language processing (NLP), and conversational user interfaces, Conversational AI gives a voice to brands. Conversational AI interfaces – from chatbots and texts to voice assistants will allow businesses to serve customers more quickly and efficiently. There are already some use cases that help a customer in finding products, discovering new recipes, setting reminders to make overnight oats, and offering customer support. This reduces human touch and bots will be your new guides, whether it is a shopping journey or travel journey.
The potential of these emerging technologies is unpredictable. One cannot predict where their potential will lead us to. Perhaps to a completely digital world!
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