(MarTech) - Traditionally, most customer journeys have been linear. Customers contact support and go through a step-by-step process with little room for personalized responses. This conventional approach failed to account for individual customer needs, and in an era where customer expectations are far more dynamic, these linear models don’t deliver results.
A non-linear approach to customer service places artificial intelligence (AI) at the forefront of the transformation. Unlike traditional linear models, non-linear approaches powered by AI adapt to the customer’s specific context and history. AI technologies analyze customer data in real-time, predict needs, and proactively offer solutions. Plus, with the integration of conversational AI, like intelligent virtual agents (IVAs) and other self-service options, customers can choose how they interact with a brand.
Matt Whitmer
