We asked executives in the industry how the industry can take customer service to the next level in the coming years. Here’s what they had to say.
Head of Support
AI is going to allow us to monitor all customer interactions, not just a sampling, and we’ll be able to bubble up and review poor experiences that might not have been flagged otherwise. Customer satisfaction scores will become secondary to sentiment scores, and agents equipped with AI copilots will be able to deliver faster, smarter support while still providing the human touch.
With customer service closely tied to network health, prescriptive, proactive and automated software solutions are needed to ensure that subscribers are receiving the best possible quality of experience. Deploying proactive network maintenance (PNM) and automated profile management applications (PMA) will be a major differentiator for DOCSIS broadband providers.
For the first time ever, AI has made personalization ‘at scale’ possible by providing a comprehensive understanding of customers in real time—who they are, their interests, needs, behaviors, experiences—and using that information to make better decisions in customer engagements. Used practically, AI helps determine what services to offer prospects, what to say in retention/support conversations, or when to make an upgrade recommendation. Providers embracing AI for CX will be the industry’s leaders.