Investing in artificial intelligence is no longer enough: It's time for AI to focus on people.
In an increasingly digital world, artificial intelligence (AI) has become a top priority for businesses around the world. According to a recent PwC study, 84% of business leaders see AI as critical to the success of their businesses over the next five years.
However, investing in AI is not enough. It's time for AI to focus on people.
AI has the potential to significantly improve the customer experience, but only if used in the right way. In many cases, AI has focused on automating and optimizing companies' internal processes, but this does not always translate into a real improvement in customer experience.
For example, an online store can use AI to optimize the checkout process, but if the customer cannot find what they are looking for or has difficulty making the payment, AI will not have improved their experience. In other words, AI cannot be an end in itself: it must be at the service of people.
The key to improving the customer experience with AI lies in the use of data. Most companies already collect a wealth of data about their customers, but very few know how to use it effectively. AI can help companies analyze this data and draw valuable conclusions about what works and what doesn't work for their customers.
For example, if an online store sees that many customers abandon the checkout process before finalizing the payment, it can use AI to analyze what is happening and take steps to improve it. In this way, AI can not only improve the customer experience, but also increase sales and revenue.
In short, investing in AI is important, but it is not enough. To truly leverage the technology, companies must make it people-centric and use it to improve the customer experience.
