Future-Proof Your AI-Powered Customer Service

AI is dramatically transforming customer service. The opportunities – and risks – are unprecedented. As we leap into the future, literally by the day, how do you ensure your organization is keeping up? Or better yet, how do you lead the charge? 

I recently participated in an AI brainstorming session with one of today’s most innovative technology companies. They had formed a cross-functional team of eight people.

After we kicked off, their first step was to identify and list the core expectations that their customers have during service interactions. They emphasized that technology advancements remain customer-focused.

Here is a list of customer expectations (source: the International Customer Management Institute), in no specific order. This framework can guide any discussion to keep customer needs front and center. Under each general expectation, they described the specific expectations of their customers.

> Be accessible

> Treat me courteously

> Be responsive to (and anticipate) what I need and want 

> Do what I ask promptly

> Provide well-trained and informed employees

> Tell me what to expect

> Meet your commitments and keep your promises

> Do it right the first time

> Follow up

> Be socially responsible and ethical

This organization also has retail stores, so they added expectations related to tangibles, those things that are part of in-person services, such as the functionality and aesthetics of their facilities, amenities such as wi-fi, and others.

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