Adrian McDermott, Chief Technology Officer, Zendesk. Read Adrian McDermott's full executive profile here.
Customer experience has undergone a significant evolution in recent decades as a result of technological shifts—the telephone, the internet and Web 2.0. AI is the next pivotal moment with the potential to revolutionize CX more than any other preceding technology.There have been impressive developments in AI, especially in the past year with generative AI, but so much more is still to come.
Today, simple, single-touch issues can already be solved with basic AI. For example, FAQ-based automation for policy and processes can be done using AI-powered self-service—although surprisingly, many businesses are still not doing this. Next, extending AI across channels and using AI in more formats unlocks another set of issues. Currently, AI is limited in the channels where it’s applied. For example, bots aren’t just for mobile windows/messaging, but that’s where AI has primarily been concentrated in CX to date. When AI can work across all channels and all formats, a number of methods to resolve issues become possible—like a generated visual to supplement written instructions or a video walkthrough on any channel.
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