By the Creative Virtual Team
Artificial intelligence is a popular technology, used today for everything from diagnosing breast cancer to completing levels of Super Mario World. A big catalyst in the advancement of this technology is the concept of self-learning, which allows AI to autonomously improve decision-making to achieve desired outcomes.
Self-learning is a valuable component of our V-Person customer engagement solution, but it alone doesn’t make our platform a cutting-edge tool for customer service.
Why self-learning is not the ultimate goal for customer experience solutions
Customer service platforms are designed to do just that: serve the customer. Self-learning technology in fields like art and music is free to continuously iterate upon what it has learned, which makes it possible for AI to paint and create music. Continual improvement in this manner is valuable and helps push the field of AI forward.
Customer engagement platforms share this ability to self-learn and iterate, but apply it only within the context of helping people. Because they are used as a front-facing communication option, AI virtual assistants must be periodically monitored and adjusted by real humans, to ensure its messaging stays consistent.
Applying self-learning for a great customer experience
In March of 2016, Microsoft pulled the plug on its “Tay” Twitter bot, after it began tweeting profane, racist statements and professing its support for Adolf Hitler.
This is an example of unbridled self-learning, which is not the goal for any effective customer service platform. Instead, self-learning should be applied to functional tasks that help customers find what they need in a prompt, intelligent manner. A few examples of this kind of self-learning include:
- Determining what type of product or service a customer has and offering them customized solutions based on that knowledge
- Checking a customer’s purchasing history to understand how frequently they buy a product or service
- Looking into a customer’s previous support inquiries to see what kinds of issues they may have had in the past
- Browsing a knowledgebase for specific keywords pertaining to customer or prospect inquiries
- Allowing users to perform basic account maintenance functions like resetting their password or changing their personal information
These basic tasks might not be as sexy as the creation of a vivid abstract painting or the writing of a complex, multilayered orchestra piece, but they are vital for companies looking to harness AI for business purposes.
Don’t lose the practical AI trees for the self-learning forest
The ability of artificial intelligence to self-learn is poised to revolutionize many parts of society, from the way we analyze and interpret big data to the way we drive our cars. But when it comes to using AI to offer an enjoyable, efficient customer experience, self-learning should be applied in pragmatic ways that contribute to business goals – exactly the purpose of Creative Virtual’s V-Person customer service solution.