Today, the customer journey is highly fragmented. There are multiple systems of engagement, and customers are interacting through support cases, chat, phone, forums, social media, and more. Similarly, support, engineering, and customer success teams are each using different tools. This fragments the information and experience for customers. Add to that a disparate workforce with employees with different skill sets who therefore aren’t able to provide a consistent experience for customers. When you introduce virtual agents, you produce even more fragmentation.

With AI, companies are highly focused on providing a complete, consistent, and unified experience for customers. Gone are the days of fragmented interactions, fragmented understanding of the customer, and incomplete solutions. Data insights can be part of daily workflows and allow a constant revisiting and reimagining of the entire customer journey. Such insights can now be used to impact our strategy, what we build, how we service, and how we ultimately support and retain our customers.