How is Artificial Intelligence really impacting Customer Service?

Yesterday, we co-hosted our first roundtable event with The Institute of Customer Service and fellow member First Utility, at The Metropolitan hotel in central London.

The event offered us and First Utility the opportunity to share relevant insights and experience of Ai from both a supplier and user perspective, as well as sharing general observations about the impact and use of Ai on Customer Services.

The breakfast meeting was attended by Institute members from varied industries, who despite their different backgrounds share a common interest in customer experience. As we move forward into an increasingly consumer relationship driven economy, it is more important than ever to address the ways in which organisations can better understand and consume customer communications. The purpose of the event was to discuss the ways in which customers choose to communicate with organisations and how Ai is helping to streamline Customer Service processes.

Celaton’s experience working with customer centric organisations such as Virgin Trains, and Carphone Warehouse, means that we are uniquely positioned to be able to provide relevant user cases of Cognitive Learning Technology. For example, our innovative software, inSTREAM™, is currently being deployed by Virgin Trains to streamline the way in which they consume, understand and process the plethora of unstructured data they receive on a daily basis from their customers. This includes emails, social media posts, fax and letters.

Our work with Virgin Trains was featured in a recent BBC Panorama documentary.

In addition, Rob Harris the Head of Customer Service Platforms at First Utility spoke about Askfirst. Askfirst is an Natural Language Processing platform that individuals making a query via the website are encouraged to interact with. This software can be accessed 24/7 and can walk a customer through a problem, give them a response or contact the correct team member. This has sped up dramatically case resolution and improved customer service for First Utility.

Overall the event was a resounding success, with all those that attended engaging with the difficult subject of Ai. Daniel Buckley, an Account Director for the Institute of Customer Service said “ It was interesting to see how the members started to understand the magnitude and diversity of what Ai can offer.”


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