From Prediction to Proactive: How AI Is Reshaping Customer Experience
Imagine opening your email to find this message: "Based on your upcoming flight to Florida tomorrow and the forecasted hurricane, we've automatically rebooked you on an earlier departure that avoids the weather delay. Your seat preferences have been maintained, and your rideshare has been adjusted accordingly." In that moment, a potential travel nightmare was solved before you even knew it was coming. This is the power of predictive AI—transforming customer experience from reactive problem-solving to proactive service that anticipates and addresses needs before they become issues.
The Revolution of Predictive AI in Customer Engagement
A recent Forrester Consulting study commissioned by Avaya reveals how predictive AI is revolutionizing customer engagement. By analyzing patterns in customer behavior, AI can anticipate needs before they arise—offering solutions to problems customers don't even know they have yet, recommending relevant products, or connecting them with the perfect agent without lengthy explanations.
Organizations implementing AI-powered CX solutions are seeing dramatic improvements: reduced handle times, increased first-contact resolution rates, and significant boosts in customer satisfaction scores. The benefits extend beyond metrics to include personalized experiences that dramatically improve efficiency and foster stronger customer loyalty. But achieving this vision isn't without challenges.
Overcoming Implementation Obstacles
The path to predictive AI implementation isn't without hurdles. Data fragmentation prevents AI from seeing the complete customer picture, while integration complexity creates technical challenges when connecting modern tools with existing infrastructure. Even sophisticated algorithms require fine-tuning to deliver truly actionable insights, and without proper adoption strategies, agents may not trust or understand AI-generated recommendations.
These challenges are particularly acute for large enterprises with complex legacy systems and strict regulatory requirements. For them, the "cloud-only" approach touted by many vendors simply isn't viable—they need solutions that bridge existing investments with new capabilities.
The Avaya Infinity™ Platform and the Power of Intelligent Orchestration
This is where the Avaya Infinity™ platform makes all the difference. Built to unify fragmented customer experiences, Avaya Infinity™ equips enterprises to evolve their contact centers into connection centers strengthening their most important relationships. Avaya Infinity™ injects modern technology including AI and intelligent orchestration into existing enterprise environments, connecting the channels, insights, technologies and workflows that together create customer and employee relationships.
Unlike approaches that simply reposition products as "AI-powered," Avaya has taken a more transformative approach. Many organizations are finding that embracing AI across their businesses delivers innovation faster, with higher quality, while enabling employees to be more productive and restructuring operations to fully integrate AI capabilities.
The Avaya Infinity™ platform platform delivers essential capabilities to support proactive service use cases. By leveraging the right data, predictive analytics combined with attended and unattended workflow capabilities, the platform can predict, trigger, and proactively engage to take the right action.
At its core, Avaya Infinity™ platform unifies fragmented customer data across your enterprise, providing AI with the comprehensive view needed for accurate predictions. Its intelligent orchestration transforms insights into immediate action, whether automatically routing customers or triggering proactive outreach.
Building Your Path to Proactive Service
While truly proactive service continues evolving, the foundation exists today. The Forrester report makes clear that companies investing in the right technology and strategies now will lead tomorrow's customer experience revolution.
To join them, build a data-first culture by investing in quality data practices by choosing flexible platforms like Avaya Infinity™ platform that grow with your needs, and focus on people by fostering human-technology collaboration.
Predictive AI can transform customer experience, but success depends on implementation. With Avaya Infinity™ platform, you can bridge the gap between prediction and proactive service—delighting customers while setting new standards for excellence.
Want to learn more? Download the full Forrester report commissioned by Avaya. Request a demo of Avaya Infinity™ platform.