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22, August 2017

Coming of Age for AI in Customer Experience: Servion bags Stevie Silver Award

A few years ago, Warner Bros. released ‘Her’, an existential science-fiction movie about a man who develops a special relationship with Samantha – an artificial intelligence-enabled Operating System. As the story progresses, Samantha shows an incredible ability to learn and grow psychologically – and even discusses matters such as love, life, and death. Soon, the OS becomes his sole companion.

By no stretch of the imagination was ‘Her’ the only movie plot centered on artificial intelligence. AI has been central to the sci-fi genre for nearly a century. Epics such as Metropolis, The Day the Earth Stood Still, Blade Runner, Robocop, The Matrix, and Bicentennial Man have even become a part of the mainstream pop culture.

Modern living. Future gazing.

But unlike all these movies, the Oscar-winning ‘Her’ felt real. Samantha seemed like neither an inconceivable gadget from the future nor an algorithm based on data analysis, speech recognition, decision-making systems and language translation. She felt here and now. That is because more than ever before, artificial intelligence is becoming ubiquitous and touches our lives in the way we might not notice. Every time we call on Siri, we are using an AI-powered chatbot.

Other virtual personal assistants like Amazon Alexa / Echo are now part of everyday life as chatbots and intuitive voice services have slowly started taking over small parts of customer services.

According to the Economist, “AI will be actively implemented” in their companies within the next three years, according to 75% of surveyed executives. Another 3% say this is already the case.”

A meeting point between innovation and expectation

With conventional entry barriers vanishing and time-to-market getting shorter every year, even the most established brands are challenged by hyper disruptive business models that are based on re-engineering, disintermediating and process optimization. On the other front, mediocre messaging and stagnating delivery quality are inhibiting them from standing out from the competition.

Look at this data from Gartner for instance:

Gartner - Steive Award

One of the biggest challenges is delivering enhanced and differentiated customer experience. Technology advancements have created major expectations in the minds of customers, who now want to communicate with businesses the same way as with their social networks. The immediacy of response, seamless interaction between communication channels and round-the-clock availability are now a minimum requirement to stay loyal to brands. This is compelling industry leaders to rethink how to engage with customers and boldly enter service realms such as VR, AR, and holograms.

At the forefront of this transformation is the coming of age of artificial intelligence. Gartner has even claimed that Artificial intelligence will be integrated into nearly every new software product and service by 2020.

AI-enabled omni-channel customer experience

Servion has been at the forefront of customer experience innovation for the last 20 years, working with blue-chip companies including many of the world’s largest banks and telecommunication operators. We have traversed the multi-channel world – from voice to email, chat, virtual reality, augmented reality and holograms. Servion has been working with Fortune 500 clients across the globe to help them tap into the power of Artificial intelligence and has produced outstanding benefits such as:

* Lowering the processing cost of transactions through robotic process automation

* Improving customer response time & self-service through conversational IVR

* Understand customers like never before with customer journey analytics

* Optimising operational cost and resource management through a virtual assistant and chatbot

Earlier this year, Servion partnered with a leading bank to help them offer a humanlike voice and chat agent that can simulate a live agent – from initiating customer conversations to delivering information and taking actions on their behalf. They also wanted the virtual assistant to detect customer’s emotions, perform transactions, and augment context and personalization while elevating the overall customer experience.

Built on top of our homegrown omni-channel customer engagement platform – ServIntuit, we developed a new virtual assistant solution based on Natural Language Processing Technology.

This solution automates proactive text-related and voice engagement channels such as live agent support, live chat, consumer messaging apps or SMS.

Take a quick look at the video to see this works.

Bagging the Silver Stevie Award

Every year Stevie® Awards recognizes high-achieving organizations and executives for their accomplishments and contributions worldwide. Also called as the “International Stevie”, The Annual International Business Awards (IBA) is one of the most coveted prizes in the business world. The jury hand-picks winners through a rigorous two-month long process based on average scores of more than 200 professionals worldwide.

This year, Stevie Awards recognized Servion’s AI-enabled Virtual Assistant with a Silver Stevie in the Best New Product or Service of the Year category for B2B products. We are thrilled as this award stands testament to our dedication, innovative thinking and exceptional execution abilities in ensuring client success in the world of customer experience management.

To know more about this solution, go on over to www.servion.com/virtual-assistant

If you have any feedback or thoughts on the article, feel free to reach out to me at vimal.abraham@servion.com


2 responses to “Coming of Age for AI in Customer Experience: Servion bags Stevie Silver Award”

  1. Muthamizh Selvan says:

    Greetings..
    Wonderful!!!
    A quick question. What if the customer has used different card or accounts for his travel and hotel booking? Assuming that customer has booked tickets using card by ABC bank and hotel bookings using DEF but wants to purchase his travel insurance from XYZ bank as he has his checking account there. How this scenario will be handled?

  2. Nishant Rane says:

    Hi Vimal,
    Thanks for sharing such a nice blog & providing some really good information on how customer will be eager to get services from any organization. This blog was really very informative.

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