AI Integration into CX to Deepen Further in 2024

By siliconindia  |  Tuesday, 02 January 2024, 13:20 IST

AI Integration into CX to Deepen Further in 2024

Having completed his MCA from Bharathisadan University, Sathesh is a passionate technology leader with over 25 years of experience in Enterprise Data Management Products and Cloud Data Services verticals. He came on board RingCentral in 2022, prior to which he has successfully handled key roles across various companies that include Oracle, Informatica, Sun Microsystems, Qwest Communications, and Ramco Systems, to name a few. In a recent conversation with Siliconindia, Sathesh Murthy, Managing Director & Engineering Head, RingCentral gave us a brief overview of the overall technology landscape so far this year, and discussed its future prospects as well. Below are the excerpts from the exclusive interview

What is your opinion on the Indian technology landscape so far in 2023?

The year 2023 witnessed Indian technology landscape undergo a transformative shift with the integration of conversational AI into customer experience (CX). Automated call summaries and sentiment analysis became pivotal tools, streamlining operations and providing valuable customer insights. AI not only reshaped CX, but also empowered agents, thus leveling the playing field in complex scenarios and helping customers in closing deals faster. As organizations embraced AI, there was a nuanced understanding that it is an advanced tool and not an independent, intelligent entity. As a result, the focus then shifted to business specific AI implementation by recognizing its evolving nature and ongoing learning curve, reframing it as a sophisticated tool that can contribute tremendously towards achieving strategic business goals.

Throw some light on the major concerns tech organizations had while entering 2023. Also, how is the scenario now?

Entering 2023, tech organizations grappled with concerns around AI implementation. Some of the major challenges enterprises faced included successful deployment, security and the learning curve associated with leveraging AI effectively. In the current scenario, these concerns have transformed into valuable lessons, wherein organizations now navigate AI implementation more confidently and view it as a strategic tool that, when wielded effectively, offers significant advantages.

What do you consider as the two most significant tech advancements in 2023?

Firstly, the shift to a hybrid work model became transformative, accelerating digital transformation investments. Thus, ensuring secure and seamless communication, mobility, and collaboration through Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) platforms became imperative. Secondly, AI revolutionized business communications by categorizing and automating responses to enhance customer experience and enable faster & more effective query resolution. This efficiency set the stage for further advancements, promising more accurate and context-aware systems. These two advancements were, according to me, the most exciting developments in the tech ecosystem this year.

Entering a new year, how do you expect the technology landscape to evolve in 2024?

Looking ahead to 2024, the evolution of modern-day technologies is poised for continued progress. AI’s integration into CX will deepen further with more use cases for automation, sentiment analysis and smart virtual assistant. Additionally, as AI-driven systems become more sophisticated, we can also expect more personalized and efficient customer interactions. Furthermore, the evolution of technologies supporting the hybrid work model will be a focal point, with enhanced security measures within UCaaS and CCaaS platforms safeguarding communication and collaboration. Lastly, the emphasis on context-aware systems will play a pivotal role in improving efficiency and quality in this evolving workplace landscape.

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