| | October 20198HOW AI IS TRANSFORMING CUSTOMER EXPERIENCE IN INDIA? By Rahul Sharma, Managing Director - India & SAARC, LogMeIn rtificial intelligence is redefining and helping businesses reimagine the way they operate. AI-led auto-mation is becoming mission critical for today's enterprises ­ whether it's behind the scenes helping com-panies streamline processes or providing business in-sights or working the frontlines helping both custom-ers and employees self-serve. It's no secret that Indian consumers readily embrace online shopping and now AI-powered chatbots are helping companies deliver cus-tomers a personalized experience at scale. Consumers can now ask questions, get advice and understand op-tions before making a purchase -- reducing calls to the contact center and creating a more efficient and effective customer experience.With millions of dollars being pumped into custom-er acquisition, retaining customers is a clear marker for business success. With soaring customer expectations, businesses need to evolve engagement tactics to be more personalised and contextually relevant ­ and this is where AI can shine. In fact, a recent study conducted by Accenture stated that AI has the potential to add $957 billion to India's economy by 2035. And, with the right investments, this technology can create long-term eco-nomic and societal value. Making Customer Experience SimplerOne significant roadblock to creating a remarkable cus-tomer experience is broken and cumbersome customer interactions. No one likes to wait for assistance and AI is helping bring more immediate service to customers A IN MY OPINION
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