The intelligent chatbot: perhaps the most important and visible AI technology you can adopt to improve your customer experience. An intelligent chatbot, powered by Microsoft Dynamics, can use historical data to learn patterns of interaction to predict customer needs even before they get in touch.
That use of data means that customers can get responses faster. Further, you can also redeploy CSRs to more stimulating and value-added work such as investigating more complex cases or interacting with your customers on social media. Promoting and protecting the brand voice and meeting your customers on their preferred platform will be part of the possibilities.
The data generated by the chatbot can also be used to guide customers on other channels. For example, using customer experiences to push notifications on the customer portal towards individual customer groups around infrastructure, consumption savings and more.