For many, the “last mile” of the end-to-end customer journey can present challenges. Services at this stage often involve more complex interactions than can be handled by a normal application or self-service portal. This can be dealing with challenging health diagnosis, addressing belated mortgages, applying for government benefits or understanding the retirement lifestyle you can afford. “There is indeed biased against human interaction when we meet these more complex service needs,” Neufeld said. “We want to talk to someone, we want to know if we make a good decision, or we might want other perspectives and perspectives.”
However, if processed through a call center, such as the technical system being outdated or the data source is disconnected, these high-cost, high-touch interactions may not be sufficient to satisfy the customer. These issues ultimately lead to the possibility of complaints and loss of business. A good customer experience is crucial to the bottom line. The customer is 3.8 times more likely to make a return According to Qualtrics, experiences of success, not experiences of failure. Intuitive AI-driven systems (backed by a strong data infrastructure that effectively accesses and shares information in real time, improve customer experience even in complex or sensitive situations.
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