I wrote part 1 way back in 2017: The Future of Customer Success is Not Human. Things have certainly come a long way. For one, I was talking about automation at the time. Now it’s all about AI which has progressed in leaps and bounds. I was also focused on customer success then, as a profession. Now I’m touching on the overall customer experience.
Although I am broadening my scope in this post, I still want to focus on customer facing roles or experiences. Roles like customer success professionals, customer service workers, front line workers, etc. Anyone really, that deals with customers directly, remotely or in person. Or eCommerce sites, training or learning sites or software applications on the experience side.
My point is the human side is going to, at worst, be supplanted, or irrevocably changed. So too experiences.
The technology now available to deal with customer queries and engage with customers around a specific offering are incredible. It’s no longer about automating responses. It’s about bringing the power of Generative AI to customer conversations and taking them to the next level.
Here’s my first example by way of explanation.
This is a demo of AI (Copilot by Microsoft) walking a gamer through a session on Minecraft. It shouldn’t be hard to extend the scenario.
Think AI walking a customer through any type of online experience.
Imagine you are having a hard time navigate through software. Maybe you are a new user or a long-time user grappling with new functionality.
Can you see how useful this could be in that type of scenario?
Now let’s get into another scenario with another demo. Again this is a demo of Microsoft technology.
Here is someone trying to make a decision on the purchase of a product online. In this example it’s hiking shoes.
The ability to have voice conversations with an assistant powered by AI is the next stage of evolution. As you can see its pretty seamless.
A last demo.
I was playing around with Microsoft’s Copilot Studio. You may have noticed a common theme and that’s because I work there but disclosure. I’m working on this at the moment. Copilot Studio is a low/no code way to build custom AI based applications, more here.
In this demo I am just pointing the test chat app to my website. Then I interact with the content on my site via the Copilot. You can test it yourself here. Hopefully you could see how useful this might be on any website. And its super easy to set up.
The future of the customer experience is most definitely not going to be human, at least not exclusively so.
InnerVentures 
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