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1、1Conversational AI:how to get it right for your team and customersConversational AI:how to get it right for your team and customersLessons for customer experience leaders building a Conversational AI strategyREPORT AUTHOR Audrey WilliamPrincipal Advisor,EcosystmMarch 20222Conversational AI:how to ge

2、t it right for your team and customersOverviewAI and automation are top of mind for customer experience(CX)leaders in Australia and New Zealand(ANZ).These technologies have an immense role to play in contact centres to fuel innovation,eradicate inefficiencies,and drive proactive customer engagement.

3、As organisations focus on the twin objectives of improving experiences for customers and employees,and process efficiency(Figure 1),Conversational AI is seeing an uptick in adoption.FIGURE 1:Organisations in ANZ will focus on process automation&service agility in 2022For 55%of customer experience le

4、aders in ANZ investing in AI and machine learning is a key priority in 2022.2Conversational AI:how to get it right for your team and customersSource:Ecosystm,2022N=404Process automationCustomer experienceEmployee experienceProduct development/delivery48%47%44%42%The first step of implementing a Conv

5、ersational AI solution is defining how it will fit in with the organisations overall customer engagement strategy.It should start with an evaluation of the challenges the organisation is facing in delivering seamless CX and of the customers in their customer journeys.A successful Conversational AI s

6、olution should drive impactful experiences for customers,agents and ultimately the brand.All too often,enterprises fall into the trap of starting with buying new technology,without truly understanding the outcomes expected and where it fits in with the larger vision.This whitepaper highlights what C