Stages of AI Maturity in Customer Service
1
Self service for simplest transactions
2
Self service for simple journeys
3
Human-like self service for more complex journeys
4
Proactive AI-enabled support for most journeys
5
AI-enabled continuous assistance for all journeys
Contact center
App
Online portal
Basic chatbots
Natural-language interactive voice response
Robotic process automation
Versatile and human-like voice bots and chatbots
Agents augmented with AI
Bots indistinguishable from humans customized to customer profile
Proactive outreach
Fully customer-centic assistant
Predicts needs, solves problems, and makes suggestions for customers
Enabled by generative AI
2
Self service for simple journeys
3
Human-like self service for more complex journeys
4
Proactive AI-enabled support for most journeys
5
AI-enabled continuous assistance for all journeys