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In Time of Crises, Customer Engagement Needs an AI Boost
April 29, 2020 Blog


Research shows that a 5% increase in customer retention has the same effect as increasing profits by 25%1. At the same time, 32% of customers stop doing business with a brand they love after only one bad experience2.



Clearly, customers are retained or lost based on the quality of their experiences. In fact, 84% of customers say the experience a company provides is as important as its products or services3.

As the world enters a global state of emergency, customers are locked inside their homes and looking for businesses to deliver enhanced digital experiences. Hence, now more than ever, businesses need to improve the experience provided so as to earn their customers’ trust and loyalty.

One crucial way to deliver enhanced customer experience is through contact centres. As traditional service channels have been disrupted, customer questions and problems are pouring in through websites, phone calls and social media. Contact centres need to be resilient to manage a high volume of queries without any interruptions to service, all while delivering an enhanced experience for each customer.

To achieve effectiveness and resilience without overshooting costs, organisations need to make their contact centres more virtual and intelligent. This is where Conversational AI comes in.

Conversational AI can automate customer service experience while empowering customers and human agents. Conversational AI uses speech-based assistants through messaging apps and chatbots to automate communication and create a personalised customer experience. Conversational AI delivers a smarter chatbot or phone assistant.

From tech start-ups to government services, organisations across industries are already taking advantage of the power of conversational AI to improve their customer experience.

Conversational AI helps contact centres lean into AI capabilities for greater efficiency. By resolving more straightforward requests through chatbots and other self-service options, live agent channels are freed up to take on more complex or sensitive requests. For queries that do reach a live agent, AI continues to play a role by routing cases and surfacing answers to agents directly on their screens, saving valuable time and energy spent looking for the right response.



Conversational AI can help make business more responsive and agents more productive in the contact centre and field with AI-infused solutions and intelligent workflows.

IBM Conversational AI for customer and employee service leverages real-time data with intelligent automation and AI technology to help business transform the entire customer experience.

For more information about Conversational AI, click here.