Photo : © CityFibre
“ Leveraging customer data and preferences , they can understand customer behaviour at an individual level . Data such as their purchase history and browsing preferences can be considered to help deliver more personalised recommendations .”
And , when a human touch is required , AI chatbots can be configured to assess problems that are too complicated early in the dialogue , allowing the issue to be handed over to a live human agent .
But , as Chen adds : “ One AI size doesn ’ t fit all .”
“ We ensure personalisation through our interactions with ISP partners and their specific needs ,” she says . “ Different ISPs have different customer experience requirements ; there tend to be some common denominators , but customisation is encouraged .
In CityFibre ’ s book , service co-creation means developing bespoke AI solutions rather than expecting a standard solution to serve all . The creation process involves our operational teams working with customer experience experts from different ISPs to ensure our AI-powered
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