Digital channels

Trend 5: Conversational channels

By now, many people have likely had online customer service interactions handled by a chatbot, or implemented a zero-user interface device such as Amazon’s Alexa. These communication platforms, both voice- and text-based, blend natural language processing and AI to create humanlike interactions. However, though highly intelligent, these conversational channels are generic and respond in the same way to every user. Going forward, they are expected to become more immersive and personalized — expect tailor-made conversations that will be nearly indistinguishable from what happens with a human.

Biases make their way into these systems because of the way the systems are trained and where their knowledge springs from geographically. For instance, Siri – an American technology – is more likely to understand an American accent over other accents. So, organizations with a global audience have started to invest in solutions to eliminate these biases and treat all interactions the same. Some governments have also stepped in to mandate neutrality. These significant trends will aid in large-scale adoption of the conversational channel technology and facilitate better customer service and experiences.

A U.S.-based financial services giant uses Infosys’ Nia chatbot platform to automate its global procurement helpdesk, while a telecom giant in the U.S. employs Nia to enhance customer experience and engagement.

Digital channels

Trend 6: Immersive experiences

Immersive experiences are a step closer to near-humanlike interactions, as they help bridge the gap between the physical and digital worlds and present a multidimensional, multimodal experience. Although they offer consumer-centric experiences, this technology is expensive and only now gaining a foothold in the business place.

There are several areas where immersive experiences can help. It becomes easier to repair a complex machine because the maintenance person can receive real-time instructions from experts anywhere in the world. In the COVID-19 era, immersive experiences can facilitate interaction-rich experiences like hosting clients on a virtual 360-degree tour of offices or running high-tech design meetings.

Design teams, along with business stakeholders and the innovation team, must examine how to make this paradigm shift more acceptable to users and anticipate the barriers they must overcome.

Infosys set up a VR store experience for a German telecom leader to allow its customers to shop virtually. More scenarios will emerge as this technology takes off.

Infosys’ flagship sales leadership event ‘Connect 2020’ was conducted virtually on Infosys’ EPOC Platform. EPOC is a state-of-the-art collaboration platform that helps conduct online events and supports immersive experiences. ‘Connect 2020’ was powered by 3D booths, a 360-degree immersive tour of Living Labs with 20+ showcases and an immersive navigation console. EPOC is powered by WebVR and XR technologies.

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