Transforming Customer Experience with AI
Eighty-five percent of customer relationships will take place without human interaction by 2020 and AI-derived business value will more than triple to $3.9 trillion by 2022, according to Gartner. By 2019, 40 percent of digital transformation initiatives will be supported by some cognitive computing or AI effort as predicted by IDC. Furthermore, Servion has forecasted that AI will be able to power 95 percent of all customer interactions by 2025 and it will do it so effectively that customers will not be able to ‘spot the bot.’ Many organizations are at the center of this digital transformation and are turning to the emerging technologies such as chatbots, intelligent ad targeting, recommendation engines, personalized communications, and image recognition to gain business value, bolster their relationships, differentiate themselves from their competitors, and increase revenues. AI is quickly becoming a mainstream technology in consumer devices and services. In 2018, the business conversation in boardrooms on Twitter, LinkedIn, blogs, print media, and conference keynotes about AI, machine learning, RPA, chatbots, and virtual assistants have reached the new pinnacle. Surprisingly, nearly two-thirds of consumers are already using AI without even realizing it with products such as Alexa, Siri, Cortana, and Watson. Thanks to the adaption of AI into CX, we are witnessing how enterprises are attempting “true” personalization with predictive capabilities in real-time. This indicates better listening to your customers, understanding the context and providing them with a CX. Organizations are embracing AI to enhance the customer experience by: Intelligently augmented self-service technologies Collating data to enable price and feature comparisons Gathering data by smart assistants Using sentiment analysis to track customer emotions and respond accordingly Forecasting customer needs and then responding proactively Gaining more information about the customer based on data patterns Discovering user interaction on websites to determine if they need help Giving recommendations based on the behaviors of similar customers How can AI Enhance CX? Customer Insights Bring Important Findings for Businesses Leveraging AI can help unleash actionable customer insights that can help in driving impactful business decision-making. AI has also transformed how organizations get customer insights. Leveraging the vast amount of data that is available on customers today, AI can keep a track on trends and predict what customers’ need in the future. One of the best examples of this is Spotify, which used data from its more than 100 million customers to create a compelling ad campaign. The Use of Personalization Improves Customer Experience In customer experience, personalization is a significant advantage to AI. Modern customers expect offers to be tailored to their needs—a blast email with some general offer won’t appeal to nearly as many people as a targeted offer that directly addresses what precisely a customer wants. However, creating those personalized experiences is extremely difficult and tedious for humans. AI can quickly sift through millions of pieces of information to figure out exactly what matters to customers to create a personalized experience. Process Automation Increases Business Efficiency Streamlining repetitive tasks is a big change happening across industries. Deploying AI to automate the process efficiently and effectively can save time and increase efficiency. It provides a seamless experience for the customer by having a near 0% error rate. Additionally, it becomes easier for service representative relaying information and responding to the customer’s needs. This efficiency enables them to take care of more people in a much shorter amount of time. By automating processes and allowing for real-time data integration, communications are significantly improved. Looking ahead AI is undeniably a powerhouse when it comes to customer experience. This technology will not only allow organizations to create faster, more personalized experiences but will also help in gaining customer insights to deliver better customer experience in the future. Companies must unleash the potential of AI and act now to reap its possible rewards to gain a better competitive advantage in their business. Reach out to us at [email protected] to know how we can enable your business garner customer loyalty, improve experiences, and help you stay relevant in the business.
Docutech and Tavant Announce Integration for Digitally-Focused Loan Origination Process
SCOTTSDALE, AZ, December 12, 2018 Docutech, the leading provider of document, eSign, eClose, and print fulfillment technology, today announced its collaboration with Tavant, the leading digital mortgage products and platforms company to provide lenders and borrowers with a more efficient and digitized mortgage origination experience. Docutech’s ConformX dynamic document generation engine and Solex eDelivery and eSignature technology will be integrated into Tavant VΞLOX digital lending platform enabling a more modern, digital mortgage experience. Through this integration with FinConnect, a component of VΞLOX, lenders can seamlessly select Docutech as their document provider for a streamlined document integration process. Likewise, borrowers will be able to electronically receive and sign disclosures anytime on any device though Solex by way of Tavant’s consumer direct portal – FinXperience Consumer. According to results published in the J.D. Power 2018 U.S. Primary Mortgage Origination Satisfaction Study, customer satisfaction with primary mortgage originators is up 10 points (on a 1,000-point scale) in 2018. This is driven in part by increased customer utilization of digital and mobile channels. The integration of Docutech and Tavant optimizes the way in which customers can quickly and easily receive, review, and sign initial disclosures and supporting documents in the mortgage origination process. “We are excited to partner with Docutech to provide a seamless, touchless and transparent experience for borrowers and mortgage lenders,” said Sarvesh Mahesh, CEO of Tavant. “This integration will digitally enhance overall customer experience.” Tavant VΞLOX is the industry’s leading AI-powered digital lending platform that maximizes the use of data-driven processes in the automation of the loan origination life cycle. Its components include FinConnect, a mortgage data and services hub that connects the internal and external systems of the mortgage network. “As the drive for a full end-to-end electronic mortgage process continues, Docutech remains dedicated to providing innovative solutions designed to optimize the mortgage experience for both lenders and borrowers,” said Amy Brandt, president and CEO of Docutech. “By integrating with Tavant, we further emphasize this focus on not only enhancing the work of our customers but also the mortgage industry as a whole. Steps like these will assist in the more widespread adoption of a universal digital mortgage process rooted in transparency, efficiency and accuracy.” About Tavant VΞLOX Tavant VΞLOX is the industry’s leading AI digital platform that maximizes the use of data-driven processes in the automation of the loan origination lifecycle. It brings true digital disruption to the mortgage industry with an immersive omnichannel experience and high-velocity execution: from loan discovery to loan funding to loan servicing. Find Tavant on LinkedIn and Twitter. About Docutech Docutech offers a wide range of document technology solutions for mortgage, home equity, and consumer lending from document generation to eDelivery, eSign, eClose and print fulfillment. The company sets the standard in providing market-proven technology and unrivaled customer service to the financial industry. Docutech’s knowledge and solutions empower lending professionals to efficiently produce accurate loan packages in all 50 states to ensure compliance with constantly changing laws and regulations. For more information, visit the company’s website at www.docutech.com or follow them on social media at LinkedIn or Twitter @Docutech. MEDIA CONTACT: Stephen Sprayberry For Docutech 678.781.7207 [email protected] MEDIA CONTACT: Vibhor Mishra Tavant 408.519.5400 | [email protected]