Final answer:
CX and AI improve customer satisfaction by diversifying the engineering core, creating ethics programs for AI designers, and embracing friction in AI interactions for more meaningful engagement.
Step-by-step explanation:
Customer experience (CX) and Artificial Intelligence (AI) are at the forefront of enhancing customer satisfaction. Companies utilize these technologies to understand customer preferences better, provide personalized experiences, and improve service efficiency. To further discuss how CX and AI are improving customer satisfaction, let's consider a few strategies.
- Diversifying the engineering team to include social scientists and cognitive scientists helps create AI that is more attuned to human behavior and social norms, which can lead to a more natural and satisfying customer interaction.
- Ethics certification programs for AI designers ensure that AI is developed responsibly, promoting trust and satisfaction among users.
- Embracing friction means introducing deliberate pauses or steps in the interaction with AI. This can lead to more thoughtful engagement, which can prevent misunderstandings and enhance the overall experience.
By implementing these strategies, businesses can enhance their customer service and ensure that technology aligns with human values and needs, leading to greater customer satisfaction.