Increasingly personalised customer experience is the next big trend among telcos, according to Jesper Frederik Gottlieb, VP at Nuuday.
The ‘Cognitive Universe’ is one in which the customer receives a highly personalised experience, regardless of which company touch point they interact with.
“They receive a personalised experience where they feel they are being heard, being seen and they feel that we know them,” Gottlieb explained to UC Today’s David Dungay at this week’s GITEX Global event.
“Today when they dial in, we don't know them well enough so we ask them to identify themselves and they need to type in an account number. Then we ask what their problem is – we don't even know who they are or what products they have.
“So we need to create this universe where we have that data, and [it] is travelling around all touchpoints, so that when the customer interacts with us in the chatbot or voicebot, we now have this universe created for them so they feel it’s very personalised”
Artificial intelligence is also a trend that is gaining traction in the customer experience space and will play a central role in the Cognitive Universe, Gottlieb added.
He acknowledged that creating this universe is a process that will take a “long time”, but that Nuuday is taking steps in that direction, for example, it is building an integrated voicebot into its IVR platform.
“When we have worked with the user long enough and got enough feedback from customers and moved their preferences to us, there’s an acceptance that it is actually okay and can be a better experience talking to a voicebot because it is open 24/7 and can provide a quicker response than an agent,” he said.
