Special Report: Delivering Human-Centered Interactions with AI

In the customer service environment we tend to equate success with metrics. We measure satisfaction, effort and handle times to ensure customers are receiving adequate support across all channels. What we sometimes forget to consider, is that regardless of how a customer engages or how quickly they receive support, it is ultimately not a transactional experience — it’s a human experience.

When a customer calls a service representative, they want to speak to a human. However, this message can often be lost when considering digital interactions. Although clearly a necessity, empathy and humanized experiences may not currently be a universal priority for organizations working toward an entirely digital future.

This should be a cause for concern; CCW Digital research found that the majority of customer contact executives believe that over half of all customer interactions will be fully handled in digital channels by 2025. If organizations continue to focus on digital support, we must work to preserve human-centered interactions and facilitate empathetic engagements across the end-to-end experience.

To deliver humanized experiences, companies must implement technology that can effectively support agents as they handle complex customer interactions. By streamlining their workflow and enhancing their access to relevant insights, agents will be equipped to deliver human-centered support. Further, digital and self service options will be bolstered by smarter, streamlined tech.

This report will cover:

• The state of humanized experiences
• Key challenges organizations are facing as they make the push toward digital
• Solutions that will empower companies to achieve more human CX in 2022