A Conceptual Review on How Artificial Intelligence Techniques Can Help Solve Customer Engagement Issues

Abstract

For the first time in history, all five generations are making purchase decisions. It means engaging customers has become tricky. There are prevailing challenges in handling this multi-generational customer base. The companies that offer products and services to customers from different generations and cultures need to find ways to engage their customers. Traditional customer service operations are costly and have different flaws. Advanced technology can play an important role with the help of humans. This paper discusses major customer engagement challenges, how Artificial Intelligence solutions can solve them, and what ‘contact center AI’ is.