4 minute read
By Anne Finch
Posted in Customer Engagement
You wouldn’t head into the wilderness without a map—by the same token, you shouldn’t deploy an AI initiative without having a clear idea of where you are and where you’re heading.
You need to know how automation will best benefit your bottom line, your employees’ productivity, and, of course, the customer experience.
Here’s the thing—your customers are already giving you all the direction and landmarks to guide your journey. It's all found in the data and inquiries they've already provided when they've interacted with you. Those conversations contain powerful insights that can be harnessed to improve your AI solutions.
Verint’s AI Blueprint analyzes that data—and there's a lot of it—to find your best automation opportunities. Verint created AI Blueprint because no organization should be left to wander in the AI wilderness.
AI Blueprint gives you the map you need to navigate through your business challenges and launch a meaningful, long-lasting AI initiative. This map is created by analyzing your own customer data, taking the guesswork out of the process, and setting you up for success from day one.
And once we get you heading down the path, we continue to guide and support you. We help you deploy AI solutions that grow and expand as your business evolves over time.
The Why and How of Customer Data
Successfully determining your customers’ actual needs is a pivotal but often downplayed part of the business process. Understanding your customers’ intent can provide a stark competitive advantage.
Unfortunately, the AI landscape is vast, confusing, and often filled with buzzwords and misleading terminology. It’s easy to buy into the AI hype and mismatch AI initiatives with customer desires, simply because the technology seems new or exciting.
At Verint, we use machine learning to identify the best opportunities to deploy and accelerate AI. This is a new approach to deployments and one that makes a lot of sense, knowing what we know about the industry. AI Blueprint allows organizations to effectively understand not only where to begin implementing AI, but also what that AI implementation will look like down the road.
AI Blueprint derives insights from your customer base by analyzing user interactions. We determine how your business can benefit from an AI deployment, providing a comprehensive and customized report with recommendations to generate the most value for your business and a roadmap to help ensure long-term success.
Though we work with information from user interactions, we also prioritize customer security. The data is fully anonymized so you won’t have to compromise customer data for business growth.
Identifying Blind Spots
Our analysis not only helps you better serve your customers but also identifies areas that you can benefit from. If you know what to look for, your data can reveal new business opportunities you wouldn’t have otherwise considered, and that’s invaluable. In other words, your data-driven plan can help you uncover insights to help your business make money and save money.
With AI Blueprint, you can identify and address critical blind spots across your enterprise and stay ahead of your competitors. Let’s say you manage a contact center for a growing fiber optic internet provider. Your team fields calls about service outages, installing service, account management, billing and other issues.
With your agents stressed due to an influx in call volume, you realize you need to automate your customer service, and begin your AI journey through AI Blueprint.
Your blueprint incorporates your business goals by showing where and how your automation will best service your company’s needs. It also analyzes the customer data to highlight interactions that could be handled by, say, a digital intelligent virtual assistant (IVA) rather than your agents.
However, it also surfaces customer needs that you might be unaware of and thus unable to act upon. For example, by analyzing customer interactions, our machine learning technology may show that there’s a high number of people in a specific part of town asking if you serve their area. Sending this up the chain, your company can then act upon this finding by planning to extend service to that neighborhood knowing that there’s already demand.
At Verint, we believe providing our customers with both short- and long-term plans for success yields the best results. Without a plan, you’re more likely to fail. Unfortunately, a lot of AI projects do just that. According to an analysis of more than 1,600 different corporations, one in four of those organizations that deployed AI solutions reported having up to a 50 percent failure rate.
The truth is, many enterprises are left guessing when trying to evaluate how to successfully implement AI. That’s a recipe for suboptimal results at best, and failure at worst. AI Blueprint takes the guesswork out of AI planning, replacing uncertainty with a data-driven plan to accelerate ROI.
Investing in your long-term AI goals keeps paying dividends down the road. With AI Blueprint, you can continuously improve, scale, evolve, and adjust in ways that meet the needs of your business.
Again, the world of AI can be disorienting and confusing—so you shouldn’t have to find your way through the AI landscape without a map. Let AI Blueprint show you the way.
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