Among the upcoming innovations in the field of artificial intelligence, there is one that will soon revolutionize our conception of commerce, anticipates François Rachez, pre-sales director of Avaya France : the machine customer.
On the business side, artificial intelligence is today the new trend to follow to stay in line with market developments. Whether to automate processes, optimize productivity or offer more immersive and personalized experiences to customers, AI broadens the field of possibilities in a universe already deeply oriented towards digital, explains C. Thus the concept of the machine client : a robot or software capable of carrying out specific tasks such as purchasing or returning a product, file a complaint or submit a support request. For François Rachez, this project is already underway in many companies and can potentially become the norm in our society. " Today, there are already examples to illustrate this concept with HP Instant Ink or Google Duplex. So far, our conception of the market is that the customer is necessarily a human. But with the advent of AI, we are increasingly able to develop software that can make its own decision, or even predict our needs, based on our desires and preferences. »
Rethink the purchasing journey
A large number of companies are applying artificial intelligence through chatbots to automate routine agent activities in contact centers. But soon machine customers will also take their place in our customs, “because then it will no longer be necessary to make an effort in research, product selection and purchase. Nevertheless, this will lead companies to rethink the purchasing journey in order to adapt to the “needs” as well as the “thought” process of machine customers.”, announces François Rachez. Avaya France is the French subsidiary of the American leader in unified communications Avaya.
