Here is Mike’s article, “How To Use AI Optimally To Increase Your Brand’s Humanization,” from Toolbox. Excerpt follows; click the link to read the complete article at Toolbox.com.
There is an increasing emphasis on humanization among marketers, as customers want to feel valued and connect on their terms. What is the key to giving that human touch? Mike Betzer, chief digital transformation officer, Khoros, details how CXOs and their teams can use AI to serve customers better and dramatically boost their support operations efficiency and what to avoid, so they do not frustrate users.
Customers want to connect with brands on their own terms. That means a couple of things. First, it means using the channel of their choice, whether social media, SMS, webchat, or email. Consumers want to feel comfortable when communicating with brands, and it helps to do so through the same channels they use to talk to their friends and family.
But the channel is only the beginning. Where you communicate with your customers is vitally important, but just as important is how you do it. Today’s consumer does not merely want an answer to their questions; they want to feel valued and appreciated. They crave a human touch — even, and perhaps especially — if the entire interaction is digital.
So, where does that leave your brand if you use AI for customer interaction? AI is your best friend in customer engagement. It allows you to sort inquiries, respond more quickly to important ones, reduce contact center volume, and maintain a consistent brand voice. And humanizing your contact center operations does not necessarily mean reducing your reliance on AI — it just means using AI strategically.
