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Contextual Customer Support–An Outlook


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1 Big Data & Advanced Analysis BA & Strategy - Global Business Services IBM, India
     

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Machine learning and Artificial Intelligence (AI) developments are happening at a prompt speed! Post the soaring usage of AI in customer care and support, the most apparent reason behind why users seek contextual help is – ‘Convenience’. Support teams can conveniently solve their queries without waiting for any assistance or referring to a user manual and different system support while saving on a lot of time. According to a research report, approximately 65% of customers say that valuing their time is the most important thing a company can do to provide good and swift service. However, apart from this, there are many more reasons as to why the users direly want to seek contextual help. Tech giants are investing heavily in both applications and R&D, with an objective to stay ahead of the curve of what many believe to be an inevitable AI-led paradigm shift. At the forefront of this resurgence are the fields of conversational interactions (personal assistants or chatbots) and computer vision and autonomous navigation (in IVR (Interactive Voice Response)), with advancement in hardware, data availability, accessibility, and radical machine learning techniques that have enjoyed tremendous progress within the span of just a few years.
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  • Contextual Customer Support–An Outlook

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Authors

Madhumita Ghosh
Big Data & Advanced Analysis BA & Strategy - Global Business Services IBM, India

Abstract


Machine learning and Artificial Intelligence (AI) developments are happening at a prompt speed! Post the soaring usage of AI in customer care and support, the most apparent reason behind why users seek contextual help is – ‘Convenience’. Support teams can conveniently solve their queries without waiting for any assistance or referring to a user manual and different system support while saving on a lot of time. According to a research report, approximately 65% of customers say that valuing their time is the most important thing a company can do to provide good and swift service. However, apart from this, there are many more reasons as to why the users direly want to seek contextual help. Tech giants are investing heavily in both applications and R&D, with an objective to stay ahead of the curve of what many believe to be an inevitable AI-led paradigm shift. At the forefront of this resurgence are the fields of conversational interactions (personal assistants or chatbots) and computer vision and autonomous navigation (in IVR (Interactive Voice Response)), with advancement in hardware, data availability, accessibility, and radical machine learning techniques that have enjoyed tremendous progress within the span of just a few years.