In its recent report “5 Notable Emerging Technologies and Their Impact on Customer Experience , ” Gartner analyzes the emerging technologies that will most impact the evolution of customer experience. If you’re thinking about the future of your business, this report can help guide your strategic customer experience plans.
In this article you will discover the main characteristics of each of the 5 emerging technologies proposed by Gartner and at the end you will be able to access the full report.
Artificial intelligence
The most important of the 5 emerging japan telegram technologies proposed in the Gartner report is artificial intelligence (AI), as the number of companies that adopted it to revolutionize customer experience grew by 270% in four years .
AI is a technological advancement that allows some software and machines to simulate the ability to make decisions and also simulate actions that a human being would take. In other words, machines learn from our data to make personalized recommendations, they have deep learning after each interaction with users and they understand the natural language of human beings.
Artificial intelligence has been applied by different companies to improve the user experience. For example, Amazon has created Alexa, a voice-controlled virtual assistant that helps users perform various tasks through a wide variety of functionalities. Likewise, Google has applied AI to understand natural human language and improve the quality of translations.
In conclusion, artificial intelligence is the basis of emerging technologies , since it is through it that new tools emerge to improve the customer experience.
Virtual Assistants for Clients
A virtual assistant is an artificial intelligence software that is responsible for providing service to customers at any time. Its work allows companies to better manage their employees' time, so that they can focus on important tasks, while the AVs focus on non-essential tasks and other non-core functions.
Gartner's report for Zendesk mentions that virtual assistants for customers are an interesting resource. However, they must be carefully programmed so that users feel comfortable with them and thus transform the customer experience into something brilliant. Below you can see some skills that AVs must have in order to stand out in the market: