How to Evaluate “AI” Vendors in CX
Essential steps for evaluating AI partners and crafting an RFP
5 Tips to Select the Perfect AI Partner to Supercharge Customer Support
Avoid being among the 30% burned by AI vendors*
With the emergence of AI and ML technologies, teams are seeking new metrics to evaluate their support teams. However, there is a lot of confusion and mixing of concepts among potential buyers of this technology.
To help, we created a guide based on customer interviews and engagement with the Customer Experience community, which will assist in making informed decisions in choosing the perfect customer support partner, maximizing ROI, and revolutionizing the support experience with AI.
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Tip 1
Trust Plays a Significant Role
In the AI industry, overselling is common. Choose a vendor with a sense of honesty and integrity that you trust. Many buzzwords and stats are used to impress people, making fact-checking difficult.
Tip 2
Specialization is Crucial
To ensure targeted, high-quality solutions, select an AI vendor that specializes in one or two areas of the AI vendor map below. When creating an RFP, organize your questions according to the insights you want to uncover and the jobs you need done. Avoid the common pitfall of creating only one category for "AI" since AI can perform various functions (ie. VOC, AutoQA, and Agent Insights).
Tip 3
Demand a Self-service Pilot
To examine the quality of insights the AI vendor can offer for your business, a self-service pilot is vital. The main risk in implementing an AI solution is ensuring that its technology works for the nuances of your business, which can be derisked only through a pilot.
Tip 4
Concentrate on Real-time and Post-conversation Analytics Independently
Real-time and post-conversation analytics serve different objectives and require unique solutions. Choose separate solutions to ensure that you get the most appropriate technology for each challenge.
Tip 5
Prioritize Actionability Over Cutting-edge Technology
Give importance to AI vendors that emphasize the actionability of insights over their core technology. AI insights should become a core part of your team's workflows.
Auto QA Webinar
According to 45.65% of our community, Customer Satisfaction (CSAT) is now considered an outdated and misleading metric for evaluating people. With the help of AI tools, companies can automate customer support and improve customer experiences by unlocking new ways to generate support metrics and perform targeted deep dives.
